Teams at Australian Financial Complaints Authority (AFCA)

Lead design and delivery of an enterprise learning strategy for a major scams prevention transformation. Conduct needs analysis, create blended learning assets (eLearning, videos, guides, workshops), partner with SMEs, deliver face-to-face and virtual training, drive continuous improvement, and champion modern instructional design to enable behavioural change across the organisation. 12-month contract.

Review and investigate consumer and small-business insurance complaints, gather information from parties, apply AFCA complaint resolution criteria and legal/industry guidance, use alternative dispute resolution and negotiation where possible, and prepare plain-English preliminary assessments and draft decisions to resolve disputes fairly and efficiently.

Assess and resolve consumer and small business complaints about general insurance products. Gather evidence, apply AFCA criteria and legal/industry guidance, use alternative dispute resolution, investigate complex matters, and draft clear preliminary assessments and decisions. Liaise with consumers and financial firms to progress complaints efficiently and fairly.