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 communityet
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
X
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.
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 backarounds cultures, abilities, ****** orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.
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 communityet
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
X
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.
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 backarounds cultures, abilities, ****** orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.
💡 Quick Summary
Seeking a career-building opportunity? The Ombudsman, Insurance position is now open for candidates interested in the Insurance sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Insurance is a plus.