As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. 

Senior Dispute Resolution Specialist – General Insurance

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 in general insurance at a senior level, we want to hear from you.

Key Responsibilities:

• Manage and resolve complex, escalated complaints in general insurance.
• Conduct in-depth investigations, identifying key issues and gathering relevant information.
• Apply AFCA resolution criteria and legal principles to achieve fair and efficient outcomes.
• Mentor and guide dispute resolution staff, ensuring high standards of case management.

Complaint Areas:

• Domestic Insurance (home, contents, car)
• Travel, ticket, and pet insurance
• Sickness, accident, and strata title insurance
• Small business and farm insurance

Please note: This is a senior-level position. If you have previously applied for a Dispute Resolution Specialist role at AFCA, we encourage you to keep an eye on future vacancies that may better align with your experience. To stay updated, follow us on LinkedIn or visit our careers page

To be successful in this role, you will need:

• Extensive experience in general insurance, legal, or dispute resolution.
• Strong analytical skills and sound decision-making ability.
• Excellent written and verbal communication, with the ability to explain complex concepts clearly.
• Proven expertise in negotiation, conciliation, and complaint resolution.
• A commitment to fairness, high-quality service, and customer outcomes.

• 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, 18 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 Careers@afca.org.au. 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.