Ombudsman - Insurance

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A rare and much sought-after opportunity to contribute in the financial services sector by determining general insurance complaints and achieve fair complaint outcomes.

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.This is your opportunity to make a difference. 

About the opportunity

The General Insurance decision-making team at AFCA is focused on complaint resolution and on engaging with both industry and consumer groups in tackling important issues affecting insurance customers. We partner with the Insurance Council of Australia, industry and consumer groups in responding to the effects of natural disasters and other emerging issues.

We are looking for an Ombudsman to join our busy and collegiate decision-making team to help resolve standard and complex general insurance disputes.

The role will suit senior legally qualified professionals with a strong track record of significant achievement and a background in the insurance sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role that contributes to good community outcomes in the general insurance sector.

Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence insurers as they are binding on them when accepted by the complainant. You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, caseworkers, and others. There will be opportunities to develop AFCA approaches and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks, and the media.

This is a Board appointed, fixed-term role for a period of 3 years with the option for re-appointment after that period.

To be successful in this role, you will need:

• Legal qualifications and a significant track record of achievement at senior executive level within the insurance industry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice
• Strong analytical skills, the ability to quickly get to the heart of complex issues and to efficiently and independently handle a busy caseload, with a clear outcomes focus
• A demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the insurance sector and the broader community
• Resilience, focus, determination and excellent engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny.

What’s on offer 

• 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 andinclusiveleave entitlements, includingflexible 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 [email protected] . 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 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.

The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes.

Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial.

The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes.

Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial.

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