Dispute Resolution Specialist - Fairness & Impact (Hybrid)

AFCA; Sydney; Hybrid; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

AFCA is seeking a Dispute Resolution Specialist to independently manage standard complaints and tackle complex cases with a focus on fair resolutions. You will assess issues, draft preliminary determinations, and engage in negotiation and conciliation to resolve disputes in line with AFCA's approach.

The role emphasizes clear written outcomes, plain-English explanations of financial information, and strong communication with complainants, firms, and stakeholders.

Qualifications

• Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or ombudsman environments, with a strong understanding of financial difficulty and customer vulnerability issues
• Ability to assess financial difficulty matters objectively and make fair, accountable, and well-reasoned decisions, including analysing complex information, identifying key issues, and developing practical outcomes that align with AFCA’s approach and community expectations
• Ability to draft clear, logical, and well-supported written outcomes, and explain complex financial information, hardship circumstances, and relevant policies or processes in plain English
• Ability to engage effectively with complainants, financial firms, and representatives to facilitate resolution of financial difficulty matters through negotiation, conciliation and outcome-focused communication
• Excellent analytical, judgement and critical thinking skills, with the ability to consider vulnerability, hardship, fairness and practical resolution options in complex matters
• Strong interpersonal and communication skills, with the ability to build trust, manage sensitive conversations and communicate with empathy, clarity and professionalism across a range of stakeholders
• Strong problem-solving and decision-making capability, with a demonstrated commitment to fair complaint resolution, customer-centred service, and achieving appropriate outcomes for people experiencing financial difficulty.

Responsibilities

• Manage standard complaints autonomously, while also handling complex matters as required, delivering effective and timely resolutions
• identify and investigate key issues and produce preliminary assessments and determinations in plain English
• Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaint in attempt to resolve complaints fairly and efficiently
• Investigate disputes and develop preliminary assessments in line with AFCA's approach and relevant legislation
• Demonstrates values and behaviours in the Leadership Capability Framework
• Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement
• Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

Skills

Financial services

Dispute resolution

Vulnerability awareness

Legal/ombudsman knowledge

Communication skills

Education

Tertiary qualifications or experience in relevant fields

Job description

AFCA is seeking a Dispute Resolution Specialist to independently manage standard complaints and tackle complex cases with a focus on fair resolutions. You will assess issues, draft preliminary determinations, and engage in negotiation and conciliation to resolve disputes in line with AFCA's approach.

The role emphasizes clear written outcomes, plain-English explanations of financial information, and strong communication with complainants, firms, and stakeholders.