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Full-timeCompany DescriptionFairness feels goodMake a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, were championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.Job DescriptionWere looking for experiencedSenior Dispute Resolution Specialiststo join ourLife Insurance teamand help deliver fair financial outcomes.As a Senior Dispute Resolution Specialist, youll manage complex complaints with precision, professionalism and strategic insight. Youll use your expertise in negotiation, conciliation, and case investigation to resolve disputes efficiently and fairly, applying relevant legislation, codes, and AFCAs Fairness Jurisdiction.In this role, you will play a central role in how we consider and resolve complaints. You will:Review complaints from consumers and small businessesthat have not been resolved directly with the financial firmWork with customers to gather information and understand the core issuesDetermine key issues and investigatewhere further information is required from complainants and third parties and produce written decisions in plain EnglishUtilise alternative dispute resolution methodsto help parties resolves complaints by negotiationApply a sound understanding of the AFCA complaint resolution criteriaincluding relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficientlyPrepare preliminary assessments and draft decisionson complaints that are not able to be resolved by agreement.Lead the resolution of challenging complaintsinvolving multiple issues.Contribute to operational improvementsand align practices with broader strategy.Collaborate across teamsand support project delivery.We consider a range of complaints relating to life insurance such as income protection as well as funeral, trauma, total and permanent disability (TPD), accidental death and endowment policies.QualificationsTo be successful in this role, you will have:Demonstrated experience in life insuranceor a legal background, with a strong understanding of complaint handling andalternative dispute resolution processes.A strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategyAbility to investigate and identify complex complaintsand the information we need to form a viewStrong verbal and written communication skillsto break down complex information and communicate it in Plain English to a variety of stakeholdersExcellent organisational skillsthat enable you to work across multiple complaints and activities simultaneously ensuring matters are progressingResilience and empathyto have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely mannerA highly responsive approachto your workAbility to work autonomouslyand as part of a close and supporting teamAn opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.Additional InformationBOSS Best Places to Work 2024 credited for its culture, engagement and flexible working arrangements.Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.Employer of Choice Public Sector and NFP Australian HR Awards 2023Bronze AWEI Accreditation 2024 Recognised for LGBTQ+ workplace inclusion.Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.Inclusive leave options Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, womens health leave, and paid time off over Christmas.Financial benefits Not-for-profit salary packaging to boost take-home pay.Locations A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.To applyIf youre passionate about fairness and believe your skills align with this role, we encourage you to applyeven if you dont meet every single criterion.We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant. #J-18808-Ljbffr