Ombudsman, Insurance

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

Benefits offered by this job

Best Places to Work 2024

Most Inclusive Workplace 2024

Employer of Choice Public Sector and N

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 – Sydney CBD NSW

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

At AFCA, our General Insurance decision‑making team plays a critical role in resolving complaints that genuinely matter to insurance customers and the broader community. We work at the forefront of the sector, partnering with the Insurance Council of Australia, industry leaders, and consumer organisations to address the impacts of natural disasters, emerging trends, and issues affecting insurance customers nationwide.

We are now seeking an Ombudsman, Insurance to join our collaborative and highly respected team. This is an exceptional opportunity for a seasoned legal professional to apply their expertise in a role that delivers meaningful, lasting benefits to the community.

About the role

As an Ombudsman, you will make fair and balanced decisions, individually and as part of a panel, on standard and complex general insurance complaints in accordance with AFCA’s rules and fairness principles. Your decisions have real influence: when accepted by complainants, they are binding on insurers and help shape industry behaviour.

Beyond decision‑making, you will contribute to AFCA’s thought leadership and internal capability by:

• Coaching and mentoring Adjudicators, caseworkers, and colleagues
• Helping shape AFCA approaches and contributing to policy development
• Representing AFCA as a subject matter expert at external forums and conferences
• Strengthening our relationships with consumer groups, government bodies, regulators, insurers, and other key stakeholders

Qualifications

About you

You are a senior, legally qualified professional with a strong track record of achievement in the insurance sector, potentially from industry, a tribunal, an EDR scheme, regulatory body or private practice. You’re now looking for a role where your expertise can make a broader impact.

You will bring:

• Deep analytical capability and the ability to quickly distil complex issues
• Strong decision‑making skills and the confidence to manage a varied, high-volume caseload
• Outstanding written and verbal communication, with the ability to engage credibly across all parts of the insurance ecosystem
• Resilience, composure, and integrity, particularly when navigating sensitive matters, public scrutiny, or challenging situations
• A genuine commitment to fairness, collaboration, and delivering positive outcomes for the community

Additional Information

What's on offer

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take‑home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at *******@afca.org.au.