Brief Description Are you someone who thrives on finding fair solutions? Do you enjoy being the bridge between customers and business outcomes? We're looking for a skilled dispute resolution skilled to join our team.

About The Role You'll be the voice of reason when things get tricky. As our AFCA Dispute Resolution Specialist, you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved. This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.

You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed. This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day.

What You'll Be Doing

The Resolution Work:

Review and respond to AFCA complaints on behalf of the business, investigating each case thoroughly and fairly

Negotiate outcomes that balance customer needs with business considerations whilst finding that sweet spot where everyone wins

Prepare detailed written submissions to AFCA when disputes need formal resolution

Exercise your delegated authority to resolve disputes effectively, applying policy knowledge and good judgment in equal measure

The People-centred Stuff:

Recognise customer vulnerabilities and provide appropriate support—because empathy matters

Communicate outcomes clearly and confidently, both in writing and over the phone

Be a trusted advisor to internal teams, providing technical guidance and insights on dispute resolution

Role model our values in every interaction, whether with customers, colleagues or external stakeholders

The Bigger Picture:

Spot opportunities for improvement—whether it's processes, systems, products or customer experience

Share your insights with relevant teams to help us get better at what we do

Meet performance benchmarks and quality standards while maintaining accuracy and attention to detail

Keep learning and growing, staying on top of industry trends and attending AFCA forums (virtual or in-person when in Brisbane)

Essential Experience What Skills Are Required

Proven general insurance experience and customer complaints handling

Previous dispute resolution experience in insurance or finance

Working knowledge of GICOP, RG271, and AFCA processes, or the ability to get up to speed quickly

Your Superpowers

Problem-solving: You can take complex situations, break them down, and find a path forward

Negotiation: You're skilled at creating win‑win outcomes and know how to bring people together

Communication: You can explain complex decisions clearly, confidently and compassionately—both in writing and conversation

Decision‑making: You're comfortable making tough calls in a timely way, even when the answer isn't obvious

Time and workload management: You know how to prioritise when multiple deadlines are competing for attention

Analytical thinking: You're comfortable working with data,



policy detail and customer information to make sound recommendations

Attention to detail: Accuracy matters to you, whether it's recording information or crafting a submission

Bonus Points For

Qualifications or training in dispute resolution, negotiation, mediation or conciliation

Legal background or insurance studies

Claims experience

Ready to bring your dispute resolution expertise to a team that values fairness, empathy and smart problem-solving? We'd love to hear from you. Our Perks

Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.

Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.

Grow with us - we’ve got learning and career development opportunities to suit everyone.

Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.

Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental‑health support and fitness discounts will help you be your best self.

Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on‑site events throughout the year, family fun days and annual celebrations.

Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

Work flexibility - with options to work from home two days per week.

About Us Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer!

Requirements Are you someone who thrives on finding fair solutions? Do you enjoy being the bridge between customers and business outcomes? We're looking for a skilled dispute resolution professional to join our team

About The Role You'll be the voice of reason when things get tricky. As our AFCA Dispute Resolution Specialist,



you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved. This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.

You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed. This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day

The bigger picture

Spot opportunities for improvement—whether it's processes, systems, products or customer experience

Share your insights with relevant teams to help us get better at what we do

Meet performance benchmarks and quality standards while maintaining accuracy and attention to detail

Keep learning and growing, staying on top of industry trends and attending AFCA forums (virtual or in-person when in Brisbane

Bonus Points For

Qualifications or training in dispute resolution, negotiation, mediation or conciliation

Legal background or insurance studies

Claims experience

Our perks

Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.

Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.

Grow with us - we’ve got learning and professional development opportunities to suit everyone.

Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.

Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental‑health support and fitness discounts will help you be your best self.

Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on‑site events throughout the year, family fun days and annual celebrations.

Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

Work flexibility - with options to work from home two days per week.

About Us Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer!

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📌 Case Manager - External Dispute Resolution (EDR) (Brisbane)
🏢 Auto & General Australia
📍 Brisbane