Dispute Resolution Specialist

1 month ago

Sydney, New South Wales, Australia IAG Full time
About the Role

We are seeking a highly skilled Dispute Resolution Specialist to join our team in Adelaide, Sydney, Melbourne, or Brisbane. As a Dispute Resolution Specialist, you will be responsible for managing disputes that arise from unresolved complaints in a general insurance or legal environment.

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 to resolve disputes in a fair and timely manner.
  • Work collaboratively with stakeholders to resolve disputes and improve customer satisfaction.
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 by helping, supporting ambitions, and making insurance accessible.

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