Senior Dispute Resolution Specialist - Superannuation and Life Insurance

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.

We are seeking a Senior Dispute Resolution Specialist to join our team, bringing proven expertise in managing complex cases with precision and professionalism and demonstrated ability to think outside the box to solve an operational challenge. The ideal candidate will have a proven track record of successful participation in department projects, collaborating effectively with diverse teams and a history of delivering high-quality results on time. This role demands a strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy. If you are passionate about driving outcomes that balance resolution excellence with organisational objectives, this is your opportunity to lead impactful change.

AFCA's Senior Dispute Resolution Specialists play a central role in how we consider and resolve complex and difficult complaints often with multiple issues. In this role, you will utilise experience in negotiation, conciliation and case work investigation to resolve financial complaints fairly and efficiently applying relevant codes, industry guidelines, legislation, common law and AFCA's Fairness Jurisdiction.

Working as part of a team, Senior Dispute Resolution Specialists review more complex complaints from consumers and small businesses that have not been able to be resolved directly with the financial firm, and impartially negotiate fair outcomes where possible.

Senior Dispute Resolution Specialists also prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement.

As a Senior 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
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

We have fantastic career opportunities for passionate Senior Dispute Resolution Specialist to help drive financial fairness in our Superannuation team and our Life Insurance team.

As a Senior 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
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently

Under our superannuation jurisdiction we consider a range of complaints relating to decisions and the conduct of superannuation trustees, insurers and other decision makers in relation to regulated superannuation funds, approved deposit funds, superannuation annuities and retirement savings accounts.

Superannuation products include the following:

• superannuation annuities
• corporate, industry and retail super funds
• self-managed super funds (handled under our investments and advice jurisdiction)
• approved deposit funds
• some public sector schemes
• small funds
• retirement savings accounts

To be successful in this role, you will have:

• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• A strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy
• Ability to investigate and identify complex complaints and the information we need to form a view
• Strong verbal and written communication skills to break down complex information and communicate it in Plain English to a variety of stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility. 

An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.  

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 

• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 

• Accredited as a Family Friendly Workplace 

• Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you. 

• Progressive and inclusive leave entitlements, including flexible public holiday leave, women’s health leave, 18 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development. 

• Not For Profit salary packaging benefits. 

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

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.