As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• 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
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

AFCA is seeking interested Consumer Panel Members to support our Insurance Ombudsmen in panel decision making on complex financial complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert.

The Consumer Panel Members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint. This will be discussed for each panel engagement to ensure this works for you and AFCA.

Typically, you will:

• Have expertise in financial services disputes from a consumer background

• Analyse complaints, identify core issues and provide an independent view based upon your experience and knowledge

• Participate in, and prepare for, panels convened by AFCA to support with resolving disputes
• Contribute to development and finalisation of written findings, recommendations and determinations as needed.

We’re looking for a ANZ Banking and Expansion manager to help drive our growth plans in the region. This is a unique and exciting opportunity to play a pivotal role to grow Wise in Australia & NZ, allowing millions more potential customers to save money by using our services.

What will you be doing?

• Build and maintain strong partnerships with financial institutions (payment schemes, banks, PSPs, card schemes). You will lead commercial negotiations, pitch Wise as a client, complete due diligence processes, maintain strong and active relationships with partners, and ensure the technical teams have what they need to build a successful product for Wise customers.

• Work with the product team to prioritise new product launches, potential product changes and new features in Pacific entities that would have the biggest impact for our customers. You will be one of the product team’s go-to people for regulatory knowledge and engagement where required.

• Identify how to grow Wise in Australia and New Zealand. If we need financial services licences, you will need to help manage the process end-to-end: understand the regulations, prepare, coordinate and submit applications, and get the regulatory buy-in.

• Manage and support the day to day requirements for our current licences, both from a Product and Compliance perspective

• Together with the compliance team, understand existing and new regulations, figuring out the best way in which our product and setup are compliant with them. We see regulation as an opportunity, and we want you to help us achieve that vision! 

• Enhance risk and governance frameworks in the region alongside the Risk, Compliance, and other relevant teams.

• Manage the relationship with regulators and other important non-commercial relationships, such as with government departments.

• Have oversight of Wise’s business operations. Help guide strategy, provide leadership and alignment amongst the various functions responsible for ensuring the good health of the entity.

• Assist the preparation of papers and reports for relevant committees and Board meetings

• Have the opportunity to travel to our Regional HQ in Singapore or to our offices in Europe when needed

• You may, from time to time, take on regulatory accountability, with one or more of our local regulators.

Your mission:

• Market growth - Help to identify ways to grow Wise in Australia & NZ, then roll up your sleeves and make it happen. If we need a licence, you will be involved in the process end-to-end: understand the regulations, do the application and get the regulatory buy-in.

• Financial services partnerships - Maintain and improve relationships with financial institutions (banks, payment companies, card schemes) and assist commercial negotiations to drive down costs. You will monitor our economics to ensure that our service is competitive; if needed, onboard new Financial Institution partners.

• Strategic initiatives related to expansion - You will identify new / relevant local ways to benefit customers (such as a new local payment method or a new product feature) and implement it. You will also grow our new product offerings by identifying and pitching to relevant businesses in your target markets.

• Governance - Assist with the oversight of business operations, strategic initiatives, operational risk and compliance controls, and inter-company SLA’s.

This role will give you the opportunity to:

• Choose your own path to success - you’ll have the freedom to define the vision and the responsibility for making it happen

• Gain international exposure -  you will work with our teams in offices around the world as well as meet with regulators and partners across APAC. You will also have the opportunity to travel to our Regional HQ in Singapore and to our offices in Europe when needed

• Be a part of starting something new by helping launch Wise challenge the financial status-quo in the region