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Dispute Resolution Specialist

3 months ago

Melbourne, Victoria, Australia AFCA Full time

Company Description
At
AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm.


As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses.

We listen to and work with consumers and their financial firms to find solutions to complaints which have gone unheard or unresolved.
That's what AFCA does.


As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints

You will:
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Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
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Work with consumers and financial firms to gather information and understand the core issues:


  • Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
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Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

  • Domestic Insurance such as home and contents for car insurance
  • Travel or ticket insurance
  • Pet insurance
  • Sickness or accident insurance
  • Strata title insurance
  • Small business insurances including farm insurance

Qualifications
To be successful in this role, you will have:

  • 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 we need to form a view
  • Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
  • Draft written communication in Plain English tailoring it to stakeholders
  • Excellent organizational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
  • Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
  • A highly responsive approach to your work
  • Ability to work autonomously and as part of a close and supporting team
  • Ability to work with Microsoft products including Office, Dynamics365 and SharePoint.
An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.

Additional Information What's on offer**-
BOSS Best Places to Work 2024 - placing at number one in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.
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Culture - At AFCA we live and breathe our Diversion, Inclusion and Belonging Strategy - a place where you can bring your
TRUE self
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A permanent, full-time or part time and secure role in a for-purpose organisation committed to helping the community
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Work-life balance and flexibility so you can work in a way that best suits you and your family
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Hybrid working from home and our conveniently located CBD offices in Melbourne and Sydney, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing
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Progressive, flexible, and inclusive leave entitlements, including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave, and paid time off over Christmas. Plus, study leave to support your professional development
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Competitive remuneration in addition to salary packaging and novated leasing options
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Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy
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Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations, and introductory legal advice.
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Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.