Dispute Resolution Specialist

**About us**

At AFCA, we help people find a fair outcome to disagreements with their financial firm, such as a problem with their banking, insurance, investments advice, or superannuation.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses with a complaint. We listen to and work with customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. **That's what AFCA does.**

**About the opportunity**

Joining AFCA means joining an organisation of passionate, intelligent people for purpose who are committed to fairness and driving positive change in the financial sector.

We have fantastic career opportunities for passionate **Dispute Resolution Specialists **to help drive financial fairness in our **General Insurance team.**

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

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

- **Determine key issues and investigate **where further information is required from complainants and third parties and produce written 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

**About you**

To make this role your own, you have:

- Demonstrated understanding of complaints/ dispute resolution processes and a strong resolution mindset
- Demonstrated experience in the financial services industry, preferably insurance or in legal services
- Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
- Strong verbal and written communication skills to break down complex information for a variety of stakeholders and create confidence with customers
- Excellent organizational skills that enable you to work across multiple activities ensuring matters are progressing
- Resilience and empathy to have difficult conversations with the focus to resolve complaints for customers and their financial firms in a timely manner

**What's on offer**
- **A permanent, full-time (or part-time) secure role **in a for-purpose organisation committed to helping the community.
- **Work-life balance and flexibility, **so you can work in a way that best suits you and your family.
- **Hybrid working arrangement**:

- **Progressive, flexible, and inclusive leave entitlements, **including 16 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.
- **Competitive remuneration **in addition to salary packaging and novated leasing options.
- **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.
- **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.
- **Professional development **is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

**Life at AFCA**

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong, and flourish

**To apply