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 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, valuable 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.

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