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Senior Dispute Resolution Specialist - Life InsuranceAustralian Financial Complaints Authority · Sydney, NSW, au
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Australian Financial Complaints Authority

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Senior Dispute Resolution Specialist - Life Insurance

🗓️ Posted 2026-10-02 Sydney, NSW, au Full-time Hybrid Insurance Superannuation
💰 Salary Not shared 📊 Market A$8,333–A$10,833/mo

About the Company

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints. 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. AFCA's diverse workforce is made up of more than 1600 team members from across Victoria and New South Wales, with expertise in dispute resolution, finance, insurance and superannuation. Our people are driven by our values to be fair and independent, transparent and accountable, honest and respectful and proactive and customer focused. We're passionate about fairness and delivering a trusted and ethical service and excellent customer experience . Our culture and workplace reflects the diversity of those we serve. We share a vision to be a world class ombudsman service: raising standards and minimising disputes; meeting diverse community needs, and trusted by all. AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit Investments Ombudsman and the Superannuation Complaints Tribunal. Follow us for latest news, updates and to find out more about the work we do. Financial Services Specialties: alternative dispute resolution, legal, case management, insurance, banking, superanuation, investments and advice

Responsibilities

  • ● 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.
  • ● To be successful in this role, you will have: Demonstrated experience in life insurance, superannuation insurance or a legal background 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.
  • ● 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.