Dispute Resolution Expert

1 week ago

Sydney, New South Wales, Australia IAG Full time

About the Role

As a Dispute Resolution Specialist at IAG, you will play a critical role in managing disputes that arise from unresolved complaints. This is a challenging yet rewarding opportunity to utilize your high-level dispute resolution skills and sense of fairness to deliver a world-class alternative dispute resolution experience to our customers and partners.

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.
  • Utilize your superior stakeholder skills to build strong relationships with customers and partners.
  • Work collaboratively with the team to achieve business objectives.

About You

We are seeking an experienced Dispute Resolution Specialist who possesses:

  • 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.

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.

What We Offer

  • Flexibility and support to live life to the full.
  • Meaningful recognition through an award-winning system.
  • Opportunities to join great employee network communities.
  • Chance to change the future for people who need help.
  • Part of a net zero business by 2050.

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