Head of Scam Dispute Resolution

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

Australian Financial Complaints Authority Limited seeks an experienced dispute resolution leader to lead a team dedicated to resolving scam complaints and shaping consumer protection in Australia. The role is hybrid, with three days per week in our offices, focusing on fair, thorough and efficient outcomes.

You will oversee coaching, case assignment, and escalate complex matters while promoting wellbeing and a trauma-informed approach within a collaborative environment.

Qualifications

• Experience leading and developing complaint or case-management professionals.
• Substantial investigative and dispute resolution experience.
• Ability to coach others and oversee the quality of complex assessments and outcomes.

Responsibilities

• Lead, coach and develop a team of complaint and dispute resolution professionals.
• Allocate complaints based on complexity and capacity to achieve fair resolution.
• Monitor progression and remove roadblocks to ensure timely resolution for complex cases.
• Oversee the quality of assessments and settlements and ensure clear communication.
• Manage escalations from consumers and regulated entities.
• Champion trauma-informed, human-centred approaches to minimise re-traumatisation.

Skills

People leadership

Dispute resolution

Investigative capability

Coaching teams

Stakeholder management

Education

Tertiary qualifications

Job description

Australian Financial Complaints Authority Limited seeks an experienced dispute resolution leader to lead a team dedicated to resolving scam complaints and shaping consumer protection in Australia. The role is hybrid, with three days per week in our offices, focusing on fair, thorough and efficient outcomes.

You will oversee coaching, case assignment, and escalate complex matters while promoting wellbeing and a trauma-informed approach within a collaborative environment.