Financial Services Complaints Investigator - Hybrid

HR Partners; Melbourne; Hybrid; AUD 46,000 - 65,000; Part time

Job summary

HR Partners is seeking an objective, analytical Complaints Investigation Specialist to join our growing financial services team in Melbourne. You will investigate and resolve complaints between consumers and service providers across banking and financial services, handling standard dispute portfolios with fairness and objective criteria.

This is a 6-month temporary assignment. 100% in-office for the first 6–8 weeks, then hybrid (3 days in-office, 2 days working from home).

Qualifications

• Tertiary qualifications and/or 2–3+ years in complaint resolution or financial services.
• Ability to evaluate evidence objectively and make balanced decisions.
• Excellent negotiation and de-escalation skills.

Responsibilities

• Investigate complaints by reviewing submissions and identifying core issues.
• Facilitate resolutions through structured negotiation and conciliation.
• Draft determinations and outcome letters with clear reasoning.
• Apply legal principles, industry codes, and precedents to findings.
• Escalate systemic issues to oversight teams.

Skills

Complaint resolution

Analytical thinking

Communication skills

Negotiation & conciliation

Education

Relevant tertiary qualifications

Job description

HR Partners is seeking an objective, analytical Complaints Investigation Specialist to join our growing financial services team in Melbourne. You will investigate and resolve complaints between consumers and service providers across banking and financial services, handling standard dispute portfolios with fairness and objective criteria.

This is a 6-month temporary assignment. 100% in-office for the first 6–8 weeks, then hybrid (3 days in-office, 2 days working from home).