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Senior Dispute Resolution Specialist

2 months ago

Melbourne, Victoria, Australia AFCA Full time
About the Role

As a Senior Dispute Resolution Specialist in General Insurance at AFCA, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints.

Key Responsibilities
  • Review and investigate complaints from consumers and small businesses
  • Gather information and understand the core issues of the complaints
  • Determine key issues and gather further information from complainants and third parties
  • Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
  • Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service
Industry Focus

The kind of complaints you would review will be across:

  • Domestic Insurance such as home and contents for car insurance
  • Travel or ticket insurance
  • Sickness or accident insurance
  • Strata title insurance
  • Small business insurances including farm insurance
Requirements
  • A strong commitment to fairness and excellence in customer service
  • Relevant qualifications and/or experience in the general insurance, legal, or alternative complaint resolution sectors
  • Exceptional analytical and problem-solving skills, enabling you to make logical decisions
  • The ability to draft comprehensive decisions and effectively communicate complex concepts in plain English
  • Excellent interpersonal and communication skills, essential for conducting successful conciliations and negotiations
  • A deep commitment to effective complaint resolution and delivering high-level customer service
  • An interest or experience in law and/or alternative complaint resolution