Dispute Resolution Specialist

Company Description AFCA is a not‑for‑profit, progressive financial ombudsman that delivers independent complaints resolution for Australians. The organisation champions fairness, progressive thinking, accountability and resilience. Inclusive leadership values every voice and offers flexible work options, thoughtful benefits, and opportunities to deepen expertise in a diverse, caring culture. Job Description As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. Your responsibilities include: 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 AFCA complaint resolution criteria, including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decisions to resolve complaints fairly and efficiently Utilise alternative dispute resolution methods to help parties resolve complaints by negotiation Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English Types of Complaints Domestic Insurance (home and contents, car insurance) Travel or ticket insurance Pet insurance Sickness or accident insurance Strata title insurance Small business insurances including farm insurance Qualifications 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 needed to form a view Strong verbal and written communication skills to understand information and communicate the issues and approach clearly Draft written communication in Plain English tailoring it to stakeholders Excellent organisational skills to manage multiple complaints and activities simultaneously Resilience, empathy and willingness to have difficult conversations with consumers and financial firms, focusing on timely resolution Highly responsive and self‑directed work style, yet comfortable working within a supportive team Proficiency with Microsoft products including Office, Dynamics 365 and SharePoint Additional Information BOSS Best Places to Work 2024 – credit for 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. 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 – team of over 1,200 professionals in modern Melbourne and Sydney CBD offices. Job Details Seniority level: Not Applicable Employment type: Full‑time Job function: Finance We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations and gender identities. If you require 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. #J-18808-Ljbffr