Sessional Ombudsman, Insurance at Australian Financial Complaints Authority Limited

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Legal Qualifications, General Insurance Experience, Analytical Capability, Communication Skills, Stakeholder Engagement, Resilience, Dispute Resolution, Insurance Law Knowledge, Regulatory Guidance, Industry Practice, Caseload Management, Collaboration Skills, Public Scrutiny Management, Independent Work, Team Collaboration, Complex Issue Distillation

Industry

Financial Services

Description

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 Join AFCA as a Sessional Ombudsman in the Insurance team and make a meaningful impact by bringing your expertise, shaping better outcomes and helping to lift standards across the general insurance sector. The Insurance decision-making team at AFCA, led by Lead Ombudsman Emma Curtis, plays a pivotal role in resolving complex complaints and working closely with regulatory, industry and consumer stakeholders to address key issues affecting insurers and their members. We are seeking an experienced Sessional Ombudsman to join our dynamic, highly collaborative team. This is an opportunity to contribute your expertise on a flexible, per‑engagement basis, supporting fair and timely dispute resolution. As part of our pool of skilled dispute‑resolution professionals, you’ll have access to AFCA’s resources, specialist teams, and ongoing support. You will make high‑quality decisions on complaints, individually or as part of a panel in line with the law, relevant trust deeds and insurance terms, and AFCA’s rules. Engagements vary based on your availability, These flexible engagements can be as short as one day a week for several months or longer, or a few days per week or month depending on your availability. The role is perfect for people who value flexibility and want meaningful work that still leaves plenty of time for family, personal interests, and life outside of work. In this role, you can contribute your expertise and make a real difference for others without sacrificing the balance that matters most to you. With the freedom to choose when and how often you work, it’s an ideal opportunity for those looking to stay professionally engaged while maintaining the space to pursue hobbies, care for loved ones, or simply enjoy a lifestyle with greater control and autonomy. This is a Board‑appointed, fixed‑term position for three years, with the flexibility to work remotely if that suits your lifestyle. Qualifications This role is ideally suited to a senior, legally qualified professional with deep general insurance sector experience and a proven record of achievement. You will have: Legal qualifications, with a significant track record of achievement at a senior executive level within the general insurance industry, or experience in a tribunal, external dispute resolution (EDR) scheme, regulatory agency, related business entity, or private legal practice. Sound knowledge of insurance law, regulatory guidance, and current industry practice. Strong analytical capability, with the ability to distil complex issues quickly, manage a busy caseload efficiently, and maintain a clear focus on delivering fair and practical outcomes. Exceptional written, verbal and interpersonal communication skills, enabling you to engage confidently and professionally with a diverse range of stakeholders across the superannuation sector and broader community. Resilience, focus and determination, combined with strong engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny. Flexibility and efficiency in working on a per‑engagement basis, knowing when to work independently and when to collaborate closely with colleagues and specialists. Additional Information 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. To apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion. 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 [email protected]. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

The Sessional Ombudsman will make high-quality decisions on complaints, either individually or as part of a panel, in line with the law and AFCA's rules. The role involves resolving complex complaints and collaborating with various stakeholders in the insurance sector.