Senior Dispute Resolution Specialist - General Insurance

Job Description

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. Company Description As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. Job Description Senior Dispute Resolution Specialist – General Insurance This role is for highly experienced senior dispute resolution professionals with a strong background in financial complaints, negotiation, and case investigation. If you have a proven track record in resolving complex disputes and applying legal principles in general insurance at a senior level, we want to hear from you. Key Responsibilities: Manage and resolve complex, escalated complaints in general insurance. Conduct in-depth investigations, identifying key issues and gathering relevant information. Apply AFCA resolution criteria and legal principles to achieve fair and efficient outcomes. Mentor and guide dispute resolution staff, ensuring high standards of case management. Complaint Areas: Domestic Insurance (home, contents, car) Travel, ticket, and pet insurance Sickness, accident, and strata title insurance Small business and farm insurance Qualifications To be successful in this role, you will need: Extensive experience in general insurance, legal, or dispute resolution. Strong analytical skills and sound decision-making ability. Excellent written and verbal communication, with the ability to explain complex concepts clearly. Proven expertise in negotiation, conciliation, and complaint resolution. A commitment to fairness, high-quality service, and customer outcomes. Additional Information BOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements. Employer of Choice Public Sector and NFP – Australian HR Awards 2023 Accredited as a Family Friendly Workplace Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. Progressive and inclusive leave entitlements , including flexible public holiday leave, women’s health leave, 18 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development. Not For Profit salary packaging benefits. To apply If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant. At AFCA, fairness feels good. Established in 2018, we are Australia’s independent ombudsman service for the financial services sector. With a team of over 1,200 passionate professionals, we help consumers and small businesses resolve disputes with banks, insurers, super funds, and financial firms—quickly, fairly, and for free. #J-18808-Ljbffr