Dispute Resolution Expert
3 weeks ago
About the Role
We are seeking a highly skilled Dispute Resolution Specialist to join our team at IAG. As a Dispute Resolution Specialist, you will play a critical role in managing disputes that arise from unresolved complaints.
Your Key Responsibilities
- Resolve internal and external disputes ranging from simple to complex in line with the General Insurance Code of Practice, The Australian Financial Complaints Authority (AFCA) Rules, and Regulatory Guide 271.
- Deliver a world-class alternative dispute resolution experience to our customers and partners.
- Use your high-level dispute resolution capability and sense of fairness, along with your superior stakeholder skills, to manage disputes effectively.
About You
- Proven experience in Dispute Resolution and Complaint Management in a general insurance or legal environment.
- Previous exposure to the AFCA complaints process.
- A strong customer focus, with the ability to show empathy and patience.
- Effective decision making and time management skills with the ability to work unsupervised and under pressure.
- Strong written and verbal communication skills, including advanced negotiation skills.
- Resilience and a positive mindset.
- Ability to manage simple and complex matters confidently.
- Strong computer literacy is essential.
About IAG
IAG is the largest general insurance group in Australia and New Zealand, underwriting over $AUD13 billion of premium per annum. We are a tech and research facility, a hub for climate change experts, and a centre of resilience design. We are committed to making your world safer and are dedicated to making a positive impact in the community.
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