Dispute Resolution Specialist

Make a difference as a** Dispute Resolution Specialist**.

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years. Part of Insurance Australia Group (known as IAG), we’re proud to be one of Australia’s most iconic brands.

**Your Role**

Are you passionate about resolving disputes and helping people navigate challenges? Join our supportive team as a **Dispute Resolution Specialist**, where you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions.

We know that starting a new role comes with a learning curve, which is why we provide **four weeks of comprehensive training** to set you up for success. We have multiple permanent and contract opportunities due to team expansion, with the flexibility to work both from home and in the office.

**What You’ll Be Doing**
- Managing and resolving complaints referred to IAG’s IDR process, or complaints lodged with EDR schemes such as the Australian Financial Complaints Authority (AFCA), ensuring a fair and thoughtful resolution process.
- Engaging with customers and stakeholders, providing clear guidance and support.
- Assessing complaints carefully, making well-reasoned decisions, and communicating outcomes with empathy.
- Collaborating with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.

**What We’re Looking For**
- Experience in **dispute resolution**and** complaint management**, ideally in General Insurance or a related field.
- Legal and/or mediation qualifications or experience is desirable.
- Familiarity with the AFCA complaints process and an understanding of the relevant regulatory requirements.
- A **customer-focused approach**, with strong communication, negotiation and problem-solving skills to identify issues and find creative solutions.
- The ability to handle both straightforward and complex cases with confidence and professionalism.
- Strong time management skills and the ability to effectively manage a dynamic portfolio of complaints in a fast-paced environment.

If you’re looking for a role where you can **make a meaningful impact, be supported with thorough training, and work alongside a collaborative team**, we’d love to hear from you

Applications close on **Wednesday 21 May 2025 at 23:59pm AEDT**.

Joining IAG, you’ll have access to a raft of benefits from across the Group:

- Boosted superannuation with 13% as standard
- Up to 50% off personal insurance, including home and motor insurance
- 5 myLeave days per year on top of annual leave
- Work from home and many more flexibility options with myFlex
- Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
- A certified Family Inclusive WorkplaceTM
- employment type eligibility criteria apply

**ABOUT US**

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

Learn more about who IAG is here.