Powered by MOMENTUM MEDIA
subscribe to our newsletter

AFCA appoints executive GM

The new appointment serves to assist the organisation in addressing legacy complaints dating back to 2008.

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.

Advertisement
Advertisement

“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. 

PROMOTED CONTENT


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

[Related: BOQ director steps down]

AFCA appoints executive GM
Appointment
mortgagebusiness

Are you a new-to-industry broker in the process of growing your business? Then there’s some great news: The Adviser’s New Broker Academy is back in 2021 and will provide you with essential insights into cutting-edge tools, strategies and processes to fast-track to success. Don’t miss your chance to attend. To secure your FREE place, visit newbroker.com.au now!

Hannah Dowling

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. 

You can email Hannah at: This email address is being protected from spambots. You need JavaScript enabled to view it.

Latest News

Home ownership costs jumped by 130 per cent over two generations, with Gen X spending a quarter of their income servicing their loan, accord...

Fintech lender Tic:Toc has secured $25 billion of additional funding for the next seven years, after extending a partnership with Bendigo an...

The non-bank lender has closed its first RMBS deal under the Bluestone Prime program, worth $700 million. ...

Join Australia's most informed brokers

Do you know which lenders are providing brokers and their customers with the best service?

Use this monthly data to make informed decisions about which lenders to use. Simply contribute to the survey and we'll send you the results directly to your inbox - completely free!

How long do you think it should take to discharge a mortgage?

Website Notifications

Get notifications in real-time for staying up to date with content that matters to you.