Dispute Resolution Specialist - Scams (Hybrid Work)

Work Initiatives; Melbourne; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Inclusive workplace

Job summary

Australian Financial Complaints Authority (AFCA) seeks a Dispute Resolution Specialist to investigate scam complaints under the Scams Prevention Framework. You will reconstruct incidents, assess conduct against SPF obligations and reach fair outcomes through negotiation or conciliation.

You will maintain ownership of each case from start to resolution. You will engage with consumers in a caring, trauma-informed manner, provide regular updates, and ensure accessible communication while

Qualifications

• Experience in dispute resolution or regulatory work applying complex frameworks.
• Strong investigative and analytical skills to weigh competing accounts.
• Ability to write clear, well-reasoned outcomes in plain language.
• Excellent trauma-informed communication with empathy and clarity.

Responsibilities

• Investigate and resolve scam complaints under the Scams Prevention Framework.
• Own investigations and resolution throughout the process.
• Manage a caseload of scam complaints with fair, timely outcomes.
• Provide consumer engagement with a caring, human-centred approach.

Skills

Dispute resolution

Regulatory experience

Analytical skills

Negotiation

Tools

Case management systems

Job description

Australian Financial Complaints Authority (AFCA) seeks a Dispute Resolution Specialist to investigate scam complaints under the Scams Prevention Framework. You will reconstruct incidents, assess conduct against SPF obligations and reach fair outcomes through negotiation or conciliation.

You will maintain ownership of each case from start to resolution. You will engage with consumers in a caring, trauma-informed manner, provide regular updates, and ensure accessible communication while