Dispute Resolution Specialist - General Insurance

As a Dispute Resolution Specialist at AFCA, you will be central to resolving complaints from consumers and small businesses that haven't been resolved directly with financial firms. You will gather information, apply AFCA's resolution criteria, and utilize alternative dispute resolution methods. For unresolved complaints, you will investigate and produce preliminary assessments and draft decisions in Plain English, covering various general insurance types.

Must Have

• Review complaints from consumers and small businesses
• Work with consumers and financial firms to gather information and understand core issues
• Apply AFCA complaint resolution criteria, legal principles, industry codes, and previous decisions
• Utilise alternative dispute resolution methods to help parties resolve complaints by negotiation
• Investigate complaints not resolved by negotiation and produce preliminary assessments and draft decisions in Plain English
• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• Demonstrated experience in the financial services industry, preferably within general insurance, legal, or alternative complaint resolution sectors
• Ability to investigate and identify the issues and information needed to form a view
• Strong verbal and written communication skills to understand and communicate issues clearly
• Draft written communication in Plain English, tailoring it to stakeholders
• Excellent organisational skills to work across multiple complaints and activities simultaneously
• Resilience and empathy, willingness to have difficult conversations focusing on timely resolution
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• Ability to work with Microsoft products including Office, Dynamics365 and SharePoint

Perks & Benefits

• BOSS 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 2023
• Bronze 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, women’s 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

Company Description

Fairness feels good

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, we’re 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 Description

As a Dispute Resolution Specialist, 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 firm
• Work with consumers and financial firms to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

Qualifications

To be successful in this role, you will have:

• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• Demonstrated experience in the financial services industry, preferably within general insurance, legal, or alternative complaint resolution sectors.
• Ability to investigate and identify the issues and information we need to form a view
• Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
• Draft written communication in Plain English tailoring it to stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• Ability to work with Microsoft products including Office, Dynamics365 and SharePoint.

An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.

Additional Information

• BOSS 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 2023
• Bronze 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, women’s 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.

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t 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.