Remote AFCA Dispute Resolution Specialist

Auto-; North Lakes; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Volunteer days

ME day

Paid parental leave

Discounts on insurance products

Job summary

Auto & General is seeking an AFCA Dispute Resolution Specialist in North Lakes, QLD to manage customer complaints escalated to AFCA and advocate for fair outcomes. You will negotiate resolutions, prepare submissions, and apply policy knowledge with empathy and integrity.

You will review cases, balance customer needs with business considerations, and collaborate with internal teams to improve processes and customer experience.

Qualifications

• Proven general insurance experience and customer complaints handling.
• Previous dispute resolution experience in insurance or finance.
• Working knowledge of AFCA processes or ability to learn quickly.

Responsibilities

• Review and respond to AFCA complaints on behalf of the business.
• Negotiate outcomes balancing customer needs with business considerations.
• Prepare written submissions to AFCA when disputes require formal resolution.
• Exercise delegated authority to resolve disputes with policy knowledge and good judgment.
• Recognise customer vulnerabilities and provide appropriate support.
• Communicate outcomes clearly, in writing and verbally.
• Provide guidance to internal teams on dispute resolution.

Skills

Dispute resolution

General insurance

AFCA processes

Negotiation

Communication

Problem solving

Analytical thinking

Education

Legal/insurance studies

Job description

Auto & General is seeking an AFCA Dispute Resolution Specialist in North Lakes, QLD to manage customer complaints escalated to AFCA and advocate for fair outcomes. You will negotiate resolutions, prepare submissions, and apply policy knowledge with empathy and integrity.

You will review cases, balance customer needs with business considerations, and collaborate with internal teams to improve processes and customer experience.