Dispute Resolution Specialist General Insurance

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

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 :

BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
Employer of Choice Public Sector and NFP Australian HR Awards 2023
Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
Financial benefits Not-for-profit salary packaging to boost take-home pay.
Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont 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

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

Remote Work :

Employment Type :

Full-time

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 firmWork with consumers and financial firms to gather information and und...

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 :

BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
Employer of Choice Public Sector and NFP Australian HR Awards 2023
Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
Financial benefits Not-for-profit salary packaging to boost take-home pay.
Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont meet every single criterion.

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

Remote Work :

Employment Type :

Full-time

Key Skills

Sales Experience
Time Management
Marketing
Customer Service
Communication skills
Retail Sales
Business Management
Outside Sales
Telemarketing
Insurance Sales
Medicare
Phone Etiquette

Apply Now

About Company

AFCA

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 ... View more

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