Dispute Resolution Specialist - Hybrid & Impactful Fairness

AFCA; Sydney; Hybrid; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is hiring Dispute Resolution Specialists in Sydney to help drive financial fairness. You will manage standard complaints, investigate issues, and produce plain-English determinations. The role emphasises negotiation, conciliation, and timely resolutions within a supportive, not-for-profit environment.

The position offers hybrid work arrangements with two days per week in our offices and inclusive leave options. Applicants from diverse backgrounds are encouraged to apply.

Qualifications

• Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or ombudsman environments.
• Ability to assess financial difficulty matters objectively and make fair, accountable decisions, including analysing complex information and developing practical outcomes.
• 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.

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 complaintin 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

Dispute resolution experience

Communication skills

Analytical thinking

Negotiation

Education

Relevant tertiary qualifications

Job description

AFCA is hiring Dispute Resolution Specialists in Sydney to help drive financial fairness. You will manage standard complaints, investigate issues, and produce plain-English determinations. The role emphasises negotiation, conciliation, and timely resolutions within a supportive, not-for-profit environment.

The position offers hybrid work arrangements with two days per week in our offices and inclusive leave options. Applicants from diverse backgrounds are encouraged to apply.