Senior Dispute Resolution Specialist - Life Insurance

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

We’re looking for experienced Senior Dispute Resolution Specialists to join our Life Insurance team and help deliver fair financial outcomes.

As a Senior Dispute Resolution Specialist, you’ll manage complex complaints with precision, professionalism and strategic insight. You’ll use your expertise in negotiation, conciliation, and case investigation to resolve disputes efficiently and fairly, applying relevant legislation, codes, and AFCA’s Fairness Jurisdiction.

In this role, you will play a central role in how we consider and resolve complaints. You will:

• Review complaints from consumers that have not been resolved directly with the financial firm
• Work with customers to gather information and understand the core issues
• Determine key issues and investigate where further information is required from complainants and third parties and produce written decisions in plain English
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• 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
• Prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement.
• Lead the resolution of challenging complaints involving multiple issues.
• Contribute to operational improvements and align practices with broader strategy.
• Collaborate across teams and support project delivery.
• We consider a range of complaints relating to life insurance such as income protection as well as funeral, trauma, total and permanent disability (TPD), accidental death and endowment policies.

Qualifications

To be successful in this role, you will have:

• Demonstrated experience in life insurance, with a strong understanding of complaint handling and alternative dispute resolution processes.
• A strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy
• Ability to investigate and identify complex complaints and the information we need to form a view
• Strong verbal and written communication skills to break down complex information and communicate it in Plain English to a variety of stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• 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.

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