Dispute Resolution Specialist

Join a community that makes a difference. As a Dispute Resolution Specialist at IAG (AU), you'll be part of the largest general insurance group in Australia and New Zealand.

We invite Aboriginal and Torres Strait Islander peoples to join IAG (AU) and our community. Here, you’ll have plenty of opportunities for professional growth, with access to cultural and ceremonial leave. Most importantly, you’ll be in a safe and supportive space where you can truly be yourself. IAG is dedicated to reconciliation and enhancing career opportunities for our Indigenous employees, proudly supporting this journey for years.

Join the largest insurance group in Australia and New Zealand. We’re here for you. Are you ready?

As part of CGU, WFI and Agencies new Dispute Resolution function, you'll have the opportunity to help shape how complex complaints are managed while delivering fair, thoughtful and timely outcomes for customers. This is more than resolving disputes. It's about understanding what matters, navigating complexity and helping customers move forward with confidence.

You'll join a team that works closely together, values good judgement and shares a common goal: delivering the right outcome while continually improving the customer experience.

We work flexibly, with a minimum of two days per week in the office. 
This is a permanent full-time role based in Naarm (Melbourne) or Gadigal Country (Darling Park 2, Sydney).

What You'll Do

• Manage dispute resolution matters from initial review through to final resolution.
• Investigate complaints, assess information and determine fair and balanced outcomes.
• Confidence analysing complex information and making balanced decisions.
• Clear written communication skills and attention to detail.
• Ability to build positive relationships across a variety of stakeholder groups.
• Contribute to a collaborative team environment through knowledge sharing and peer support.

About You

• Experience in complaints, dispute resolution, customer advocacy or a similar environment.
• Strong investigation and problem-solving skills with sound judgement.
• Confidence analysing complex information and making balanced decisions.
• Clear written communication skills and attention to detail.
• Ability to build positive relationships across a variety of stakeholder groups.
• Experience within insurance, financial services or regulated industries will be highly regarded.
• Exposure to AFCA or dispute resolution processes will be viewed favourably.
• You identify as Aboriginal and/or Torres Strait Islander
Optional:
• Have excellent knowledge of Aboriginal and Torres Strait Islander perspectives and a comprehensive understanding of the contemporary challenges facing Aboriginal and/or Torres Strait Islander communities.

This role is a designated role and only available to a person that identifies as Aboriginal and/or Torres Strait Islander. This role has been created as a special measure to promote equal opportunities for Aboriginal and Torres Strait Islander people in accordance with relevant equal opportunity legislation. For the purposes of New South Wales, IAG has been granted an exemption under section 126 of the Anti-Discrimination Act 1977 (NSW) to designate, advertise and recruit roles for Aboriginal and Torres Strait Islander persons.

What We Offer

• Cultural leave options include Sorry Business, NAIDOC Week, and public holiday swaps.
• Indigenous Employee Network Group (ENG), dedicated development opportunities and Mob to Mob support.
• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
*employment type eligibility criteria apply

To learn more about our commitment to creating meaningful career opportunities for Aboriginal and Torres Strait Islander people visit our IAG Indigenous Careers page.
We’re ready for you. Apply today.

Applications close: Tuesday 3 November 2026 11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.

More 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.