Senior Dispute Resolution Specialist - Superannuation and Life Insurance

Please note that this role is open to candidates based in both Melbourne and Sydney.

Company Description

AtAFCA, 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.

Job Description

We have fantastic career opportunities for passionateSeniorDispute Resolution Specialists to help drive financial fairness in our Superannuation team and our Life Insurance team.

We are seekingSenior Dispute Resolution Specialists 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 prospect to lead impactful change.

AFCA'sSenior 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
- 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
- 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)
- some public sector schemes
- retirement savings accounts

Qualifications

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
- Abil

📌 Senior Dispute Resolution Specialist (Melbourne)
🏢 Lawyers Weekly
📍 Melbourne