• Flexible, hybrid working from our state-of-the-art CBD offices
• Great culture with inspiring leaders and a focus on wellness
• Opportunity to make a difference and contribute to financial fairness

A rare and much sought-after opportunity to contribute in the financial services sector by making Determinations on general insurance complaints and achieve fair complaint outcomes.

At AFCA we help people find fair outcomes to problems with their bank, insurer, super fund or financial firm.  

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.That’s what AFCA does. 

About the opportunity

The General Insurance decision-making team at AFCA is focused on complaint resolution and on engaging with both industry and consumer groups in tackling important issues affecting insurance customers. We partner with the Insurance Council of Australia, industry and consumer groups in responding to the effects of natural disasters and other emerging issues.

We are looking for an Adjudicator to join our busy and collegiate decision-making team to help resolve general insurance disputes. Your role will be to make decisions, individually or as part of a panel, on fast-track complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence insurers as they are binding on them when accepted by the complainant. 

The role will suit senior legally qualified professionals with a strong track record of significant achievement and a background in the insurance sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role that contributes to good community outcomes in the general insurance sector.

This is a Board appointed, fixed-term role for a period of 3 years with the option for re-appointment after that period.

To be successful in this role, you will need:

• Legal qualifications and a significant track record of achievement at mid to senior executive level within the insurance industry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice
• Strong analytical skills, the ability to quickly get to the heart of issues and to efficiently and independently handle a busy caseload, with a clear outcomes focus
• A demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the insurance sector and the broader community
• The ability to draft documents which explain legal concepts in plain English
• Resilience, focus, determination and excellent engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny.

What’s on offer!

• A full-time or part-time role in a for-purpose organisation committed to helping the community.
• Work-life balance and flexibility, so you can work in a way that best suits you and your family.
• Hybrid working from home and in our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
• Generous leave entitlements, including study leave to support your professional development, extra personal leave and paid time off over Christmas.
• Competitive remuneration in addition to salary packaging and novated leasing options.
• Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
• Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to support with confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
• Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

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], using the subject line: Adjudicator - Insurance - Melbourne / Sydney enquiry via EthicalJobs.

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

AFCA is a 2023 Circle Back Initiative Employer - we are committed to responding to every applicant.