Dispute Resolution Specialist (Insurance) — AFCA Expert

Auto & General; North Lakes; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Paid parental leave

Learning & development

Wellbeing program

On-site events

Discounts

Job summary

Auto & General is seeking a dedicated AFCA Dispute Resolution Specialist to manage customer disputes escalated to AFCA, advocating fair outcomes with integrity and empathy. You will review, negotiate and prepare submissions, drawing on policy knowledge and strong communication.

This role blends customer advocacy with business needs, requiring sound judgment, problem-solving and the ability to work collaboratively across teams.

Qualifications

• Essential experience: general insurance experience and customer complaints handling
• Essential experience: dispute resolution experience in insurance or finance
• Knowledge of AFCA processes and related guidelines or ability to learn quickly
• Bonus points for qualifications or training in dispute resolution, negotiation, mediation or conciliation

Responsibilities

• Review and respond to AFCA complaints on behalf of the business, investigating each case thoroughly and fairly
• Negotiate outcomes that balance customer needs with business considerations
• Prepare detailed written submissions to AFCA when disputes need formal resolution
• Exercise delegated authority to resolve disputes effectively, applying policy knowledge and good judgment

Skills

Problem-solving

Negotiation

Communication

Decision-making

Time management

Analytical thinking

Attention to detail

Education

Dispute resolution training

Tools

GICOP

RG271

AFCA processes

Job description

Auto & General is seeking a dedicated AFCA Dispute Resolution Specialist to manage customer disputes escalated to AFCA, advocating fair outcomes with integrity and empathy. You will review, negotiate and prepare submissions, drawing on policy knowledge and strong communication.

This role blends customer advocacy with business needs, requiring sound judgment, problem-solving and the ability to work collaboratively across teams.