Learning and Development Specialist - Complaints
Job requisition ID: 43987
Location: Melbourne, VIC, AU
Workplace Type: Hybrid
Your Role
This role will see you support the learning and development of Customer Relations & Dispute Resolution Specialists to achieve optimal resolution of complaints at IAG. As the Complaints Learning and Development Specialist, you'll design, develop and deliver learning solutions using adult learning methodologies, conduct training needs analysis and develop learning plans with stakeholders, in order to uplift capability and support complaint transformation. This is a permanent role, and we welcome applicants from all major cities in Australia.
About You
We are looking for a great team player with the following skills and experience:
Extensive Learning & Development expertise with a deep understanding of learning theories and methodologies.
Prior experience in dispute resolution, including exposure to AFCA.
Knowledgeable in Australian financial services legislation and regulations, including RG271 and GICOP.
General Insurance industry experience and solid knowledge of claims handling process.
Strong stakeholder management, analytical, and problem-solving abilities.
Proficient in course development software such as Articulate Storyline and Rise.
Desired practical experience in Learning Management System administration.
Desired proficiency in digital learning creation, including animation (e.g., Vyond) and video production (e.g., Adobe Premiere Pro).
Desired certification: Cert IV in Training and Assessment.
About Us
IAG is the largest general insurance group in Australia and New Zealand. We're also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life's moments hit hardest.
You'll know our brands – NRMA Insurance, CGU, WFI, ROLLiN', AMI, NZI, and State Insurance to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible.
We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual. We're also guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change.
We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We're proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space for all our employees. We do this because we're ready for you.
What We Offer
Grow your financial future with 13% superannuation as standard.
Access up to 50% off personal insurance, including home and motor insurance.
Flexibility through a program called MyFlex - supporting you to live life to the full.
A certified Family Inclusive Workplace™.
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