Senior Dispute Resolution Specialist – General Insurance

Job Description

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. This is your opportunity to make a difference.

Job Description

As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

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 need: 

• A strong commitment to fairness and excellence in customer service.
• Relevant qualifications and/or experience in the general insurance, legal, or alternative complaint resolution sectors.
• Exceptional analytical and problem-solving skills, enabling you to make logical decisions.
• The ability to draft comprehensive decisions and effectively communicate complex concepts in plain English.
• Excellent interpersonal and communication skills, essential for conducting successful conciliations and negotiations.
• A deep commitment to effective complaint resolution and delivering high-level customer service.
• An interest or experience in law and/or alternative complaint resolution.

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. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.
• 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.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish!

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 or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.

AFCA is a 2024 Circle Back Initiative Employer – we are committed to responding to every applicant.