Dispute Resolution Specialist - General Insurance

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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

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.

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 Careers@afca.org.au.

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.