Insurance Ombudsman – Senior Legal Decision‑Maker

About the role

AFCA is seeking an experienced legal professional to serve as an Insurance Ombudsman. You will make fair, balanced decisions on complex general insurance complaints, influencing industry behaviour and delivering lasting community benefits.

Key responsibilities

• Make individual and panel decisions on standard and complex insurance complaints in line with AFCA’s rules and fairness principles.
• Coach and mentor adjudicators, caseworkers and colleagues, enhancing internal capability.
• Contribute to policy development and shape AFCA’s approach to emerging insurance issues.
• Represent AFCA as a subject‑matter expert at external forums, conferences and stakeholder meetings.

Required profile

• Senior, legally qualified professional with a strong track record in the insurance sector (industry, tribunal, EDR scheme, regulator or private practice).
• Excellent analytical ability to distil complex issues quickly.
• Strong decision‑making skills and resilience when handling high‑volume, sensitive cases.
• Outstanding written and verbal communication, able to engage credibly across the insurance ecosystem.
• Commitment to fairness, collaboration and positive community outcomes.

What we offer

• Hybrid working with flexible arrangements and state‑of‑the‑art offices in Melbourne and Sydney.
• Inclusive leave options including 20 weeks paid parental leave, gender affirmation leave and women’s health leave.
• Not‑for‑profit salary packaging to boost take‑home pay.
• Recognition as a BOSS Best Places to Work 2024 and Most Inclusive Workplace 2024.
• Accredited Family Friendly Workplace supporting work‑life balance.