Senior Dispute Resolution Specialist - Add-on Insurance

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.

This role is for highly experienced senior dispute resolution professionals with a strong background in financial complaints, negotiation, and case investigation. If you have a proven track record in resolving complex disputes and applying legal principles at a senior level, we want to hear from you.

As a Senior Dispute Resolution Specialist in our Add-On Insurance team, you will play a central role in how we consider and resolve complaints. You will: 

• Manage and resolve complex, escalated complaints in relation to add-on insurance
• 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.
• Mentor and guide dispute resolution staff, ensuring high standards of case management.

Add-on insurance is a type of insurance that is often sold alongside other products like loans, credit cards or car finance. These policies can be sold online or via an agent, through general or personal advice. 

Common issues we handle in the add-on insurance team include:

• A lack of fair dealing or unfair selling practices (including lack of awareness that the insurance was optional)
• Elements of misrepresentation, duress, undue influence or misleading conduct
• Inadequate disclosure of important product terms
• Poor design of the product, including whether the product was of financial value. 
• Inappropriate personal financial advice

To be successful in this role, you will have:

• Demonstrated experience in the financial services industry, preferably within banking, general insurance, financial advisory, remediation, legal, or alternative complaint resolution sectors.
• Excellent written communication skills, with the ability to critically analyse financial information and craft clear, concise, and well-reasoned written responses to detailed submissions.
• Strong understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset.
• Ability to investigate and identify the issues and information we need to form a view.
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing.
• Resilience and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner.
• Ability to work autonomously and as part of a close and supporting team.
• Ability to work with Microsoft products including Office, Dynamics365 and SharePoint.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 

• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 

• Accredited as a Family Friendly Workplace 

• Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you. 

• Progressive and inclusive leave entitlements, including flexible public holiday leave, women’s health leave, 20 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development. 

• Not For Profit salary packaging benefits. 

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]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.