Dispute Resolution Specialist - Financial Difficulty

AFCA

Sydney

Hybrid

AUD 80,000 - 105,000

Full time

12 days ago

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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

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficultyteam.

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

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

Company Description

Fairness feels good

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficultyteam.

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

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

Qualifications

To be successful in this role, you will need:

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.

Additional Information

Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.

Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.

Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.

Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

To be considered for this role, please submit a current resume and a cover letter outlining your suitability for the position.

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at *******@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

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