Senior Dispute Resolution Specialist – Life Insurance

About the role

AFCA is seeking experienced Senior Dispute Resolution Specialists to join its Life Insurance team and deliver fair financial outcomes for Australian consumers.

Key responsibilities

• Review unresolved consumer complaints and gather information to identify core issues.
• Investigate further information from complainants and third parties and produce clear written decisions.
• Utilise alternative dispute resolution methods such as negotiation and conciliation.
• Apply AFCA’s complaint resolution criteria, relevant legislation, industry codes and good practice.
• Prepare preliminary assessments and draft decisions for complaints not resolved by agreement.
• Lead resolution of complex, multi‑issue complaints and contribute to operational improvements.
• Collaborate across teams and support project delivery.

Required profile

• Demonstrated experience in life insurance, superannuation or a legal background with strong complaint handling knowledge.
• Strategic mindset to align dispute resolution practices with broader operational strategy.
• Excellent verbal and written communication skills, able to convey complex information in plain English.
• Strong organisational abilities to manage multiple complaints simultaneously.
• Resilience, empathy and a highly responsive approach to difficult conversations.
• Ability to work autonomously and as part of a supportive team.

Required skills

• Knowledge of alternative dispute resolution processes.
• Understanding of relevant legislation, industry codes and AFCA’s Fairness Jurisdiction.

What we offer

• Hybrid working with two days per week in modern offices.
• Flexible work options, inclusive leave (gender affirmation, women’s health, bonus PTO).
• Accreditations for LGBTQ+ inclusion and family‑friendly workplace.
• Opportunities to deepen expertise in a diverse, caring culture.