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Case Worker - Dispute Resolution

Australian Financial Complaints Authority

about us

Australian Financial  Complaints Authority (AFCA) is a one-stop-shop for consumers and small businesses that have a dispute with their financial firm over issues such as banking, credit, general insurance, financial advice, investments, life insurance or superannuation.

Our role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. AFCA is a free community service. We are not a regulator or government organisation; we are a not-for-profit with an independent Board.

Come the new year, we have some fantastic career opportunities for passionate Case Workers to help drive financial fairness, across our varied product areas like general insurance, life insurance, superannuation and financial advice and investments.

As a flexible workplace, we are open to both permanent full time and permanent part-time working arrangements.

ABOUT THE OPPORTUNITY

As a Case Worker with AFCA, you will play a central role in how we consider complaints, using your experience in negotiation, conciliation or casework investigation and assessment to resolve financial complaints fairly and efficiently.

Working as part of a team, you will review complaints from consumers and small businesses that have not been able to be resolved directly with the financial firm, and impartially negotiate a fair outcome for all.

ABOUT YOU

To be successful in the role, you will have:

  • A sound understanding of dispute resolution methods and processes within financial services or a legal background
  • Experience working across a dynamic caseload with competing priorities and analysing information to make logical comprehensive decisions.
  • Strong interpersonal skills and excellent oral and written communication skills with a focus on a high level of customer service.
  • The ability to translate complex legal and financial concepts in plain English, both verbal and written.

LIFE AT AFCA!

  • We support hybrid working which means you can work from both home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
  • A range of free wellness initiatives support our people to be their best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we are always striving to support our people to be happy and healthy.
  • Our people work hard, so we like to reward them with extra days of paid leave each year over our Christmas shutdown period. So, if you would have usually worked over Christmas, enjoy a short break on us! We also offer the option to purchase up to 4 weeks additional annual leave per year.
  • As a not-for-profit organisation, we offer both salary packaging and novated leasing arrangements.
  • Our social club provides an annual calendar of amazing events including movie screenings, karaoke, morning teas and more!
  • We pride ourselves on providing training and professional development for our people, to develop their skills and further their careers.

AFCA has always been committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. It is important to us that everyone feels a strong sense of belonging.

We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. Joining AFCA means joining an organisation of passionate, intelligent people who are interested in financial fairness and driving positive change in the financial sector.

TO APPLY:

Follow the Apply Now button and forward your application by submitting your resume and cover letter.

We look forward to receiving your application!

For any questions or a confidential discussion, feel free to reach us at [email protected] using the subject line: Case Worker - Dispute Resolution enquiry via EthicalJobs.

To learn more about who we are and the work we do, please visit our website.

AFCA is a 2021 Circle Back Initiative Employer - we commit to respond to every applicant.

How to apply

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