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.

As a Dispute Resolution Specialist in our Add-On Insurance team, 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.

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.
• 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, women’s 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 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t 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 [email protected].

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