Hybrid Dispute Resolution Specialist - Financial Fairness

AFCA; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking Dispute Resolution Specialists to drive fairness in financial complaints. You will autonomously manage standard cases and, when needed, tackle complex matters, delivering timely, well-reasoned resolutions.

Your role involves identifying issues, producing preliminary assessments, and negotiating outcomes with involved parties. You will engage with complainants and financial firms, applying AFCA's approach and relevant laws, ensuring empathy, clarity, and professional communication

Qualifications

• Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or ombudsman environments, with a strong understanding of financial difficulty and customer vulnerability issues
• Ability to assess financial difficulty matters objectively and make fair, accountable, and well-reasoned decisions, including analysing complex information, identifying key issues, and developing practical outcomes that align with AFCA’s approach and community expectations
• Ability to draft clear, logical, and well-supported written outcomes, and explain complex financial information, hardship circumstances, and relevant policies or processes in plain English
• Ability to engage effectively with complainants, financial firms, and representatives to facilitate resolution of financial difficulty matters through negotiation, conciliation and outcome-focused communication
• Excellent analytical, judgement and critical thinking skills, with the ability to consider vulnerability, hardship, fairness and practical resolution options in complex matters
• Strong interpersonal and communication skills, with the ability to build trust, manage sensitive conversations and communicate with empathy, clarity and professionalism across a range of stakeholders
• Strong problem-solving and decision-making capability, with a demonstrated commitment to fair complaint resolution, customer-centred service, and achieving appropriate outcomes for people experiencing financial difficulty.

Responsibilities

• Manage standard complaints autonomously, while also handling complex matters as required, delivering effective and timely resolutions
• Identify and investigate key issues and produce preliminary assessments and determinations in plain English
• Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaint in attempt to resolve complaints fairly and efficiently
• Investigate disputes and develop preliminary assessments in line with AFCA's approach and relevant legislation
• Demonstrates values and behaviours in the Leadership Capability Framework
• Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement
• Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

Skills

Dispute resolution

Communication

Negotiation

Analytical thinking

Empathy

Education

Tertiary qualifications in financial services or related

Job description

AFCA is seeking Dispute Resolution Specialists to drive fairness in financial complaints. You will autonomously manage standard cases and, when needed, tackle complex matters, delivering timely, well-reasoned resolutions.

Your role involves identifying issues, producing preliminary assessments, and negotiating outcomes with involved parties. You will engage with complainants and financial firms, applying AFCA's approach and relevant laws, ensuring empathy, clarity, and professional communication