Job Title

Make 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 experienced Senior Dispute Resolution Specialists to join our Life Insurance team and 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 businesses that have not been resolved directly with the financial firmWork with customers to gather information and understand the core issuesDetermine key issues and investigate where further information is required from complainants and third parties, and produce written decisions in plain EnglishUtilise alternative dispute resolution methods to help parties resolve complaints by negotiationApply a sound understanding of the AFCA complaint resolution criteria, including relevant legal principles, applicable industry codes or guidance, good industry practice, and previous AFCA decisions to resolve financial complaints fairly and efficientlyPrepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreementLead the resolution of challenging complaints involving multiple issuesContribute to operational improvements and align practices with broader strategyCollaborate across teams and support project deliveryWe consider a range of complaints relating to life insurance such as income protection, 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 insurance or a legal background, with a strong understanding of complaint handling and alternative dispute resolution processesA 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 complaints and the information needed to form a viewStrong verbal and written communication skills to break down complex information and communicate it in plain English to a variety of stakeholdersExcellent organisational skills to work across multiple complaints and activities simultaneously, ensuring matters are progressingResilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely mannerA highly responsive approach to your workAbility to work autonomously and as part of a close, supportive teamAn opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibilityAdditional informationBOSS Best Places to Work 2024 credited for culture, engagement, and flexible working arrangementsMost Inclusive Workplace 2024 Australian HR Institute (AHRI) AwardsEmployer of Choice Public Sector and NFP Australian HR Awards 2023Bronze AWEI Accreditation 2024 recognized for LGBTQ+ workplace inclusionAccredited Family Friendly Workplace supporting work-life balance and inclusivityHybrid working flexible arrangements with modern offices designed for collaboration and wellbeingInclusive leave options flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, womens health leave, and paid time off over ChristmasFinancial benefits not-for-profit salary packaging to boost take-home payLocations a team of over 1,200 professionals based in Melbourne and Sydney CBD officesTo applyIf youre passionate about fairness and believe your skills align with this role, we encourage you to applyeven if you dont meet every criterion.We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require accessibility support during the recruitment process, please contact us at Careers@afca.org.au.AFCA is a 2025 Circle Back Initiative Employer committed to responding to every applicant. #J-18808-Ljbffr