AFCA appoints executive GM

The Australian Financial Complaints Authority (AFCA) has announced that Rob Guest has commenced in the role of executive general manager, customer service and resolution.

The appointment comes as the organisation continues to process legacy dispute complaints, dated as far back as 2008, with the window to file such complaints due to close on 30 June 2020.

Mr Guest joins AFCA after eight years of working with Metro Trains as the director of customer experience.

AFCA chief executive officer and chief ombudsman David Locke acknowledged Mr Guest’s previous experience in senior customer service roles.

“Rob has almost 20 years of leadership experience in a diverse career that has seen him work at senior levels in a variety of organisations, including Racing Victoria, Luna Park and member-based organisation Australian Human Resources Institute.”

Mr Locke continued: “Rob brings great experience and ideas to AFCA and will lead the strategic priorities to deliver on our end-to-end customer experience initiatives. 

“We look forward to working with Rob as he transforms the way consumers and small business engage with and access our service.”

Mr Guest stated that he is excited to come onboard during a challenging growth period for the organisation.

“My experience at Metro in dealing with a wide range of customer issues and expectations, often working with customers who are highly stressed or need extra support, positions me to help AFCA deliver on our aim of delivering world-leading customer service and early resolution outcomes in a challenging context,” Mr Guest said. 

“I’m thrilled to be joining the organisation at such an exciting time.”

[Related: BOQ director steps down]

Hannah Dowling is a journalist for mortgage business, the leading source of news, opinion and strategy for professionals working in the mortgage industry.

Prior to joining the team at Mortgage Business, Hannah worked as a content producer for a podcast catering to property investors. She also spent 6 years working in the real estate sector at a local agency. 

Hannah graduated from Macquarie University with a Bachelor of Media and Journalism. 

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