Dispute Resolution Lead: Insurance & AFCA Expert

NTI Limited; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Development support

Annual incentive program

Insurance product discounts up to 50%

Discounts at retailers across AU

Flexible working arrangements

Job summary

NTI Limited in Sydney seeks an experienced Technical Dispute Resolution Lead (IDR/EDR) to oversee complex insurance disputes and AFCA matters, providing expert guidance on policy interpretation and dispute strategy. This is a non-people-management role focused on technical leadership, coaching, and collaboration across the business to improve complaint handling and customer outcomes.

You’ll bring 3+ years managing IDR/EDR, AFCA, and regulatory obligations, with ANZIIF qualifications ideally, and

Qualifications

• Minimum 3 years' experience in complex insurance disputes, IDR/EDR, or AFCA complaints.
• Ability to prepare responses to AFCA complaints and manage disputes through AFCA processes.
• Strong understanding of general insurance products, policy interpretation and claims handling.

Responsibilities

• Manage complex IDR and EDR matters from initiation to resolution within service standards.
• Provide specialist advice on escalated, contentious or high-risk complaints.
• Lead responses to AFCA complaints and coordinate with leadership for remediation actions.
• Ensure compliance with legislative, regulatory and internal governance requirements.
• Identify trends and opportunities for improvement and drive action plans.

Skills

Dispute resolution

AFCA experience

Regulatory guidance

Stakeholder influence

Education

ANZIIF qualification

Job description

NTI Limited in Sydney seeks an experienced Technical Dispute Resolution Lead (IDR/EDR) to oversee complex insurance disputes and AFCA matters, providing expert guidance on policy interpretation and dispute strategy. This is a non-people-management role focused on technical leadership, coaching, and collaboration across the business to improve complaint handling and customer outcomes.

You’ll bring 3+ years managing IDR/EDR, AFCA, and regulatory obligations, with ANZIIF qualifications ideally, and