Dispute Resolution Consultant

1 week ago

Sydney, Australia Insurance Australia Group Full time

**The Role**
Starting as soon as possible we have the opportunity for a Dispute Resolution Consultant (12-month Contract) to join our collaborative and supportive team within CTP Claims in Sydney. This role is responsible for the timely and quality management of disputes, contributing to trends and insights, and making recommendations that drive the continuous improvement of claims service and outcomes. The role reinforces IAG’s reputation as a model litigant and enables a ‘one CTP’ approach to dispute management.
As part of Dispute Resolution, the role drives improved staff, customer, financial and risk outcomes that contribute to the overall success of CTP Claims.

**Key Responsibilities**
- Own the end-to-end management of formal CTP dispute processes including internal reviews, regulatory complaints, and liability and threshold matters such as as fault, procedural disputes, calculation of weekly earnings, and costs, etc.
- Optimise customer and compliance outcomes through timely and high-quality management of complaints and training/coaching of staff
- Provide insights and recommendations to improve claims practices and outcomes and lead projects as required
- Contribute to contentious claims forums as needed
- Support the management of media enquiries as needed
- Contribute to the design and delivery of staff training to improve claims practice and customer experience
- Provide ad-hoc advice and support to staff, customers and regulators
- Reinforce IAG’s reputation as an industry leader and model litigant

**Skills & Experience**
- Tertiary qualification/s in law
- Legal experience including dispute resolution/advocacy
- Technical claims experience in CTP is preferred
- Experience successfully interacting with and influencing senior stakeholders
- Demonstrated strengths in written and verbal communications
- Ability to balance the drive for improvement with Customer, Regulator, and Community expectations

**About Us**
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.

**Ready for anything? 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.

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