Dispute Resolution Specialist - General Insurance

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AFCA is seeking a Dispute Resolution Specialist to review consumer and small business complaints, gather information, apply AFCA resolution criteria, and draft clear preliminary assessments and decisions in plain English. You will use ADR where possible and escalate when needed, handling a range of insurance issues with a focus on fairness, efficiency and timely outcomes. The ideal candidate brings solid complaint handling or ADR experience in financial services, strong investigative and communication skills, resilience and empathy in challenging conversations, and the ability to work autonomously and in a team, plus proficiency with Microsoft 365 tools. We offer hybrid work, inclusive leave, and a supportive culture; apply even if you don’t meet every criterion, and note we do not screen with AI.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• 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
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

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 have:

• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• Demonstrated experience in the financial services industry, preferably within general insurance, legal, or alternative complaint resolution sectors.
• Ability to investigate and identify the issues and information we need to form a view
• Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
• Draft written communication in Plain English tailoring it to stakeholders 
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• Ability to work with Microsoft products including Office, Dynamics365 and SharePoint. 

An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.  

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.