Ombudsman, Insurance

About the role

AFCA, a not-for-profit financial ombudsman, is seeking an Ombudsman, Insurance to join its General Insurance decision-making team. The role makes fair and balanced decisions, individually and as part of a panel, on standard and complex general insurance complaints in line with AFCA's rules and fairness principles. Decisions accepted by complainants are binding on insurers and help shape industry behaviour. The position is open to candidates across Australia, with hybrid working available.

Key responsibilities

• Make decisions on general insurance complaints, alone and on panels, according to AFCA's rules and fairness principles
• Coach and mentor adjudicators, caseworkers and colleagues
• Contribute to AFCA's approaches and help shape policy development
• Act as a subject matter expert at external forums and conferences
• Strengthen relationships with consumer groups, government bodies, regulators, insurers and other stakeholders

Required profile

• Senior, legally qualified professional with a strong track record in the insurance sector, possibly from industry, a tribunal, an EDR scheme, a regulator or private practice
• Deep analytical ability and strong decision-making skills, able to handle a varied, high-volume caseload
• Excellent written and verbal communication, resilience, composure and integrity in sensitive matters
• A genuine commitment to fairness and collaboration; legal qualifications are preferred but not essential if other relevant skills and experience exist

What we offer

• Hybrid working with flexible arrangements and modern offices
• Inclusive leave options, including 20 weeks of paid parental leave
• Not-for-profit salary packaging
• Recognition awards for culture, inclusivity and family-friendly workplace