Insurance Ombudsman - Fair Outcomes, Hybrid Work

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

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AWEI Accreditation 2024

Family friendly workplace

Hybrid working

Flexible leave options

Salary packaging

Locations in Melbourne & Sydney

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a senior, legally qualified Ombudsman for Insurance to resolve complaints and lead complex cases. You will contribute to AFCA's policy development and thought leadership while mentoring adjudicators and colleagues.

The role requires expertise across the insurance sector and strong communication with diverse stakeholders. You will act as a trusted expert within AFCA, shaping industry behaviour and ensuring fairness in outcomes for the

Qualifications

• Senior, legally qualified professional with a track record in the insurance sector.
• Strong analytical and decision-making skills for high‑volume caseloads.
• Outstanding written and verbal communication across the insurance ecosystem.
• Resilience, integrity and the ability to handle sensitive matters.

Responsibilities

• Make fair, balanced decisions on standard and complex general insurance complaints.
• Contribute to AFCA thought leadership and policy development.
• Coach Adjudicators and caseworkers; mentor colleagues.
• Represent AFCA as a subject matter expert at external forums and conferences.

Skills

Deep analytical capability

Decision-making

Written communication

Verbal communication

Fairness and collaboration

Job description

Australian Financial Complaints Authority (AFCA) is seeking a senior, legally qualified Ombudsman for Insurance to resolve complaints and lead complex cases. You will contribute to AFCA's policy development and thought leadership while mentoring adjudicators and colleagues.

The role requires expertise across the insurance sector and strong communication with diverse stakeholders. You will act as a trusted expert within AFCA, shaping industry behaviour and ensuring fairness in outcomes for the