Your career compass awaits
Create a free account to unlock
- ✓ See how you match this role
- ✓ AI resume tailored to this specific job
- ✓ Inside Track Companion — find your insider contact
- ✓ Skills gap analysis and upskill plan
- ✓ Interview prep kit for this role
- ✓ Relocation concierge — salary, tax, cost of living
Free — no credit card required
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
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.
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
- ● You are a senior, legally qualified professional with a strong track record of achievement in the insurance sector, potentially from industry, a tribunal, an EDR scheme, regulatory body or private practice
- ● 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
- ● Flexible working arrangements
- ● Inclusive leave options, including flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas
- ● Financial benefits, including not-for-profit salary packaging to boost take-home pay
Application Notes
We welcome applications from candidates across Australia, with hybrid working arrangements available. 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.
Confirm Application
Are you applying to ?
We'll track this in your dashboard as Applied.
Saving to your tracker…
Stand out: message someone at Australian Financial Complaints Authority.
A short, personal note to a recruiter can get your application looked at sooner.
⚡ Full Resume Sandbox Canvas