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Ombudsman, Insurance
Insurance Superannuation
💰 Salary Not shared
📊 Market A$10,000–A$15,000/mo (A$120,000–A$180,000/yr)
About the Company
AFCA is a not-for-profit and progressive financial ombudsman, championing positive change and delivering world-class, independent complaints resolution for Australians. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture.
About the Role
As an Ombudsman, you will make fair and balanced decisions, individually and as part of a panel, on standard and complex general insurance complaints in accordance with AFCA's rules and fairness principles. Your decisions have real influence: when accepted by complainants, they are binding on insurers and help shape industry behaviour.
Responsibilities
- ● Make fair and balanced decisions, individually and as part of a panel, on standard and complex general insurance complaints in accordance with AFCA's rules and fairness principles
- ● Coach and mentor Adjudicators, caseworkers, and colleagues
- ● Help shape AFCA approaches and contribute to policy development
- ● Represent AFCA as a subject matter expert at external forums and conferences
- ● Strengthen our relationships with consumer groups, government bodies, regulators, insurers, and other key stakeholders
Requirements
- ● Deep analytical capability and the ability to quickly distil complex issues
- ● Strong decision-making skills and the confidence to manage a varied, high-volume caseload
- ● Outstanding written and verbal communication, with the ability to engage credibly across all parts of the insurance ecosystem
- ● Resilience, composure, and integrity, particularly when navigating sensitive matters, public scrutiny, or challenging situations
- ● A genuine commitment to fairness, collaboration, and delivering positive outcomes for the community
- ● Legal qualifications are preferred but not essential if other relevant skills and experience
Benefits
- ● 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
- ● Accredited Family Friendly Workplace - Supporting work-life balance and inclusivity
Application Notes
We welcome applications from candidates across Australia. AFCA has been credited for its culture, engagement and flexible working arrangements, including BOSS Best Places to Work 2024, Most Inclusive Workplace 2024, and Accredited Family Friendly Workplace.
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