Dispute Resolution Specialist, Scams

AFCA; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Accredited Family Friendly Workplace

Hybrid working

Flexible leave options

Job summary

AFCA in Melbourne is building a dedicated team to tackle scam complaints under the Scams Prevention Framework. As a Dispute Resolution Specialist, you will investigate, reconstruct the scam chronology, assess conduct against SPF obligations, and seek fair outcomes through negotiation, conciliation or preliminary assessment.

You’ll engage with consumers with a trauma‑informed, human‑centred approach, manage a caseload, and escalate where needed.

Qualifications

• Relevant experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative/regulatory frameworks.
• Strong investigative and analytical skills, including weighing competing accounts and identifying important issues.
• Ability to write clear, well-reasoned outcomes and explain complex financial/technical information plainly.
• Negotiation and conciliation skills focused on practical and fair outcomes.
• Trauma-informed communication to build trust and handle sensitive conversations with empathy.

Responsibilities

• Consumer engagement: support and updates with a trauma-informed, human-centred approach.
• Investigation and resolution: manage caseloads, reconstruct scams and assess SPF obligations.
• Information management: record findings accurately and escalate when required.
• Collaborate with senior leads and ensure fair process in resolutions.

Skills

Dispute resolution

Regulatory analytics

Evidence assessment

Negotiation & conciliation

Trauma-informed communication

Stakeholder engagement

Case management

Plain english writing

Job description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

Job Description

About the role

As a Dispute Resolution Specialist, you will investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and the transactions involved, assess each regulated entity’s conduct against its obligations, and reach fair, timely outcomes through negotiation, conciliation or a well‑reasoned preliminary assessment. You will keep ownership of each complaint until it resolves or a decision maker accepts it.

Consumer engagement and support:

• See the person behind every complaint and provide a caring, trauma‑informed and human‑centred experience for as long as the complaint is open.
• Keep consumers informed with regular, plain‑language updates, explain complex material such as transaction records simply, and set realistic expectations about the process and possible outcomes.
• Recognise consumer distress, safety concerns and participation barriers in accessing our service, making reasonable adjustments and involving Participation Support or escalating when required.
• Build on what consumers have already told AFCA, prepare them before difficult conversations or outcomes, and offer choice in how they take part, to minimise repetition and re‑traumatisation.

Investigation and resolution:

• Manage a caseload of scam complaints involving one or more regulated entities, owning investigation, progression and resolution within delegation.
• Reconstruct the scam and transaction chronology, identify the issues in dispute and plan proportionate enquiries.
• Obtain and critically assess information from the parties, testing gaps, inconsistencies and competing accounts.
• Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.
• Seek advice from Senior Dispute Resolution Technical Leads, Legal, Jurisdiction and IIU, review jurisdiction and the entities involved as new information emerges, and make sure any material relied on is shared through a fair process.
• Resolve complaints through negotiation and conciliation where possible, recording clear terms for each entity and what remains unresolved.
• Prepare and communicate well‑reasoned preliminary or merits assessments within delegation, giving the parties a fair opportunity to respond and recording the steps taken.

Insights, risk and information management:

• Identify and refer potential systemic issues, reportable matters and service complaints.
• Record clear findings about each entity’s conduct and where SPF obligations were or were not met, to inform AFCA’s insight on scam prevention.
• Record complaint information, findings and data accurately, consistently and on time, and manage sensitive information in line with confidentiality, privacy and access requirements.
• Escalate matters requiring specialist advice, senior review or an authorised decision maker, who makes any binding determination.

Qualifications

What you'll bring

• Relevant experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative or regulatory frameworks.
• Strong investigative and analytical skills, including the ability to weigh competing accounts and identify the issues that matter.
• Ability to write clear, well‑reasoned outcomes and explain complex financial and technical information in plain English.
• Negotiation and conciliation skills, with a focus on practical and fair outcomes.
• Excellent trauma‑informed communication, with the ability to build trust and manage sensitive conversations with empathy and clarity.
• Understanding of multi‑party complaints and scam typologies across banking, telecommunications or digital platforms, or the ability to build it quickly.
• Strong organisation and attention to detail across a varied caseload.
• Proficiency with case management systems and careful handling of sensitive information, with openness to using approved technology and AI tools, applying critical judgement and staying accountable for the result.
• Curiosity and adaptability in a new scheme where processes will evolve.

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 three days a week in our modernoffices 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.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

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.