Company Description
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 versatile 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.
Job Description
We're looking for experienced
Senior Dispute Resolution Specialists
to join our
Life Insurance team
and help deliver fair financial outcomes.
As a Senior Dispute Resolution Specialist, you'll manage complex complaints with precision, professionalism and strategic insight. You'll use your expertise in negotiation, conciliation, and case investigation to resolve disputes efficiently and fairly, applying relevant legislation, codes, and AFCA's Fairness Jurisdiction.
In this role, 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
Utilise alternative dispute resolution methods
to help parties resolves complaints by negotiation
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
Prepare preliminary assessments and draft decisions
on complaints that are not able to be resolved by agreement.
Lead the resolution of challenging complaints
involving multiple issues.
Contribute to operational improvements
and align practices with broader strategy.
Collaborate across teams
and support project delivery.
We consider a range of complaints relating to life insurance such as income protection as well as funeral, trauma, total and permanent disability (TPD), accidental death and endowment policies.
Qualifications
To be successful in this role, you will have:
Demonstrated experience in
life insurance or a legal background
, with a strong understanding of complaint handling and alternative dispute resolution processes.
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.
Additional Information
BOSS Best Places to Work ****
–credited for its culture, engagement and flexible working arrangements.
Most Inclusive Workplace ****
– Australian HR Institute (AHRI) Awards.
Employer of Choice Public Sector and NFP
– Australian HR Awards ****
Bronze AWEI Accreditation ****
– Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace
– Supporting work-life balance and inclusivity.
Hybrid working
– Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
Inclusive leave options
– Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
Financial benefits
– Not-for-profit salary packaging to boost take-home pay.
Locations
– A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If you're passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don't meet every single criterion.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at
[email protected]
.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.

📌 Senior Dispute Resolution Specialist - Life Insurance (Sydney)
🏢 AFCA
📍 Sydney