complaints investigation specialist - financial services

HR Partners; Melbourne; Hybrid; AUD 46,000 - 65,000; Part time

Job summary

HR Partners is seeking an objective, analytical Complaints Investigation Specialist to join our growing financial services team in Melbourne. You will investigate and resolve complaints between consumers and service providers across banking and financial services, handling standard dispute portfolios with fairness and objective criteria.

This is a 6-month temporary assignment. 100% in-office for the first 6–8 weeks, then hybrid (3 days in-office, 2 days working from home).

Qualifications

• Tertiary qualifications and/or 2–3+ years in complaint resolution or financial services.
• Ability to evaluate evidence objectively and make balanced decisions.
• Excellent negotiation and de-escalation skills.

Responsibilities

• Investigate complaints by reviewing submissions and identifying core issues.
• Facilitate resolutions through structured negotiation and conciliation.
• Draft determinations and outcome letters with clear reasoning.
• Apply legal principles, industry codes, and precedents to findings.
• Escalate systemic issues to oversight teams.

Skills

Complaint resolution

Analytical thinking

Communication skills

Negotiation & conciliation

Education

Relevant tertiary qualifications

Job description

complaints investigation specialist - financial services

Work Arrangement: 100% office-based for the first 6–8 weeks during initial training, transitioning to a hybrid model (3 days in-office, 2 days working from home) thereafter.

Complaints Investigation Specialist

• Rate: $40.34 per hour + superannuation

• Contract: 6-month temporary assignment

• Work Arrangement: 100% office-based for the first 6–8 weeks during initial training, transitioning to a hybrid model (3 days in-office, 2 days working from home) thereafter.

About the Role

An opportunity has opened for an objective, analytical Complaints Investigation Specialist to join a growing team within financial services.

In this role, you will investigate and resolve complaints between consumers and service providers across various industry streams, including banking and financial services. You will handle standard dispute portfolios, applying fairness, industry codes, and objective criteria to reach practical, balanced outcomes without the need for formal legal proceedings.

Key Responsibilities

• Investigate Complaints: Review submissions, clarify outcome expectations, and examine case documentation to identify core issues and remedies.

• Facilitate Resolutions: Conduct structured negotiation and conciliation discussions between parties to help reach mutually agreed settlements.

• Draft Determinations: Write clear, logical, and well-reasoned findings, outcome letters, and dispute assessments.

• Apply Standards & Frameworks: Base findings on relevant legal principles, procedural fairness, industry codes of practice, and established precedents.

• Escalate Critical Findings: Identify recurring systemic issues or serious non‑compliance trends and refer them to specialized oversight teams.

Key Requirements

• Experience & Qualifications: Relevant tertiary qualifications and/or 2–3+ years of experience within complaint resolution, financial services, legal, regulatory, or government environments.

• Investigation & Analysis: Proven ability to objectively evaluate complex, conflicting evidence and make balanced, defensible decisions.

• Communication & Conciliation: Excellent negotiation, conciliation, and de-escalation skills, with the ability to articulate complex financial or legal concepts simply.

• Fairness & Integrity: A strong commitment to natural justice, procedural fairness, and high-quality customer outcomes.