Dispute Resolution Specialist - Scams Prevention (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid working–3 days in office

LGBTQ+ workplace accreditation

Family-friendly workplace

Inclusive leave options

Job summary

AFCA in Sydney is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and related transactions, assess conduct against obligations, and reach fair outcomes through negotiation, conciliation or a preliminary assessment.

You will manage a caseload, engage with consumers, assess SPF obligations, collaborate with senior leads, and document findings with confidentiality and trauma-informed communication.

Qualifications

• Experience in dispute resolution or regulatory/comparable work applying complex frameworks.
• Strong investigative and analytical skills to weigh competing accounts and identify material issues.
• Ability to write clear, well-reasoned outcomes and explain technical information in plain English.
• Negotiation and conciliation skills focused on practical, fair outcomes.
• Excellent trauma-informed communication to build trust and manage sensitive conversations.

Responsibilities

• Investigate and resolve scam complaints under the Scams Prevention Framework.
• Reconstruct scam chronology and assess conduct against SPF obligations and AFCA Rules.
• Obtain information from parties, test gaps, and resolve issues through negotiation or conciliation.
• Prepare well-reasoned preliminary or merits assessments for fair responses.
• Maintain caseload ownership and escalate where needed.
• Record findings and data accurately, ensuring confidentiality and privacy.

Skills

Dispute resolution

Investigative skills

Communication

Negotiation & conciliation

Trauma-informed communication

Regulatory framework understanding

Case management systems

AI tools adaptability

Tools

Case management systems

AI tools

Job description

AFCA in Sydney is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and related transactions, assess conduct against obligations, and reach fair outcomes through negotiation, conciliation or a preliminary assessment.

You will manage a caseload, engage with consumers, assess SPF obligations, collaborate with senior leads, and document findings with confidentiality and trauma-informed communication.