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Australian Financial Complaints AuthoritySee more

addressAddressMelbourne
CategoryLegal

Job description

About us

At AFCA, we help people find a fair outcome to disagreements with their financial firm, such as a problem with their banking, insurance, investments advice, or superannuation.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses with a complaint. We listen to and work with customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That's what AFCA does.

About the opportunity

Joining AFCA means joining an organisation of passionate, intelligent people for purpose who are committed to fairness and driving positive change in the financial sector.

We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Investment and Advice team.

As a Senior Dispute Resolution Specialist, you will

  • Review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm
  • Work with customers to gather information and understand the core issues
  • Determine key issues and investigate where further information is required from complainants and third parties and produce written decisions in plain English
  • Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently

Under our Investment and Advice jurisdiction, we consider a range of complaints relating to Investments and financial advice matters we consider cover a range of products including:

  • derivatives and hedging
  • managed investments
  • securities
  • real property.

About you

To make this role your own, you have-

  • Demonstrated understanding of complaints/ dispute resolution processes and a strong resolution mindset
  • Demonstrated experience in the financial services industry, preferably investments or in legal services
  • Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
  • Strong verbal and written communication skills to break down complex information for a variety of stakeholders and create confidence with customers
  • Excellent organizational skills that enable you to work across multiple activities ensuring matters are progressing
  • Resilience and empathy to have difficult conversations with the focus to resolve complaints for customers and their financial firms in a timely manner

What's on offer

  • A permanent, full-time (or part-time) secure role in a for-purpose organisation committed to helping the community.
  • Work-life balance and flexibility, so you can work in a way that best suits you and your family.
  • Hybrid working arrangement
  • Progressive, flexible, and inclusive leave entitlements, including 16 weeks paid parental leave, paid gender affirmation leave, extra personal leave, and paid time off over Christmas. Plus, study leave to support your professional development.
  • Competitive remuneration in addition to salary packaging and novated leasing options.
  • Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
  • Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations, and introductory legal advice.
  • Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong, and flourish!

To apply

AFCA is a 2022 Circle Back Initiative Employer - we are committed to responding to every applicant. If this role sounds like a great fit, we encourage you to apply by submitting your resume and cover letter.

We appreciate your patience whilst we work through applications. In the meantime, you can learn more about who we are and the work we do on our website and social media channels.

Refer code: 292603. Australian Financial Complaints Authority - The previous day - 2022-10-02 13:40

Australian Financial Complaints Authority

Melbourne

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