• Permanent and secure role - with work/life balance and additional leave!
• Amazing workplace culture and extensive well-being support
• Work flexibly from home and our state-of-the art offices 2/3 day split

At AFCA, we help people find a fair outcome to disagreements with their financial firm, such as a problem with their banking, insurance, investments advice, or superannuation.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses with a complaint. We listen to and work with customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That’s what AFCA does.

About the opportunity

We are seeking passionate individuals to help drive financial fairness in our General Insurance team. As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints.

Typically, in this role you will:

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with customers to gather information and understand the core issues
• Determine key issues and investigate where further information is required from complainants and third parties and produce written decisions in plain English
• 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

The kind of complaints you would review will be across:

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

About you

To be successful in this role, you’ll come equipped with:

• Demonstrated understanding of complaints/ dispute resolution processes and a strong resolution mindset
• Demonstrated experience in the financial services industry, preferably insurance or in legal services
• Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
• Strong verbal and written communication skills to break down complex information for a variety of stakeholders and create confidence with customers
• Excellent organisational skills that enable you to work across multiple activities ensuring matters are progressing
• Resilience and empathy to have difficult conversations with the focus to resolve complaints for customers and their financial firms in a timely manner

What’s on offer

• BOSS Best Places to Work 2023 – placing at number five in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.
• Accredited as a Family Friendly Workplace
• Permanent, full-time and secure 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 our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
• Progressive, flexible and inclusive leave entitlements, including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
• 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 professional support including 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: Dispute Resolution Specialist - General 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.

A position description is attached.