Senior Dispute Resolution Specialist - Add-on Insurance
Senior Dispute Resolution Specialist - Add-on Insurance
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Job Description
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 AddOn 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 addon 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.
Addon 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 addon 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
Qualifications :
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 wellreasoned 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.
Additional Information :
- 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 stateoftheart 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 andinclusiveleave entitlements including flexible public holiday leave womens 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 dont 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 thats 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 We also offer flexible working at AFCA and as such even if a role is advertised as fulltime 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
