Dispute Resolution Specialist

**1** **x Permanent Opportunity**:

- **Sydney / Melbourne / Brisbane / Perth**:

- **Competitve Salary, 13% Super, Bonus Opportunities, Flexible Working**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**The Role**

You will effectively manage the disputes that arise from unresolved complaints. Using your high level of technical capability in the areas of dispute resolution, general insurance, complaint handling regulations and best industry practice, combined with your excellent empathy, communication and listening skills, you will deliver a world-class customer and partner alternative dispute resolution experience, demonstrated through the conversion of complainants to advocates.

**Key Responsibilities**
- You will role model IAG’s values and spirit, and collaboratively work with all members of the Customer Relations team to build a healthy, constructive and inspiring team culture.
- You will review, manage and resolve disputes ranging from simple to complex from start to finish in accordance with the industry Code Of Practice, The Australia Financial Complaints Authority (AFCA) Rules, Regulatory Guide 165 (Corporations Act) CTH (1988) and the Australian and New Zealand Complaints Management Standard to ensure the customer advocacy, compliance and financial targets are met.
- You will utilise your strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions and prepare related documentation, such as final decision letters, claims settlement terms and/or AFCA submissions.
- You will utilise strong empathy, written and verbal communication and listening skills to deliver a world-class customer experience on a case-by-case basis.
- You will have the customer front of mind in each case, proactively identifying customer irritants and/or process deficiencies and recording and escalating these as appropriate.
- You will have strong stakeholder engagement skills, building meaningful relationships with customers, internal and external stakeholders, including AFCA, to support the achievement of CR goals.

**Skills & Experience**
- Previous exposure to Complaints and Dispute Resolution would be advantageous
- Knowledge of insurance and claims or sales processes
- Resilient, displays empathy and able to communicate with all walks of life
- Effective and efficient decision making and time management skills with the ability to work unsupervised and under pressure
- Strong written and verbal communication skills and attention to detail while performing several tasks simultaneously
- Ability to manage complex matters confidently and calmly
- Strong computer/Multiple systems literacy is essential
- Flexibility and a positive attitude

**Let’s Talk**

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees also enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts and a people-focused culture that celebrates achievements big and small.

IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our company website.