Hybrid Dispute Resolution Specialist (Scams)

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 90,000 - 120,000; 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 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 transactions, assess conduct against obligations, and reach fair outcomes through negotiation, conciliation or a preliminary assessment.

You will manage a caseload, keep consumers informed with plain language updates, and escalate when specialist input is required.

Qualifications

• Relevant experience in dispute resolution or regulatory work applying complex frameworks.
• Ability to write clear, well-reasoned outcomes and explain complex information in plain English.
• Strong investigative and analytical capabilities with attention to detail.

Responsibilities

• Engage consumers with trauma‑informed, compassionate communication throughout the complaint.
• Investigate and resolve scam complaints, reconstructing chronology and testing information.
• Assess conduct against SPF obligations, codes and AFCA Rules, documenting outcomes.
• Negotiate and conciliate where possible, and prepare fair preliminary or merits assessments.

Skills

Dispute resolution experience

Investigative skills

Analytical skills

Clear written outcomes

Negotiation & conciliation

Trauma-informed communication

Multi-party complaints understanding

Organisational discipline

Case management systems

Adaptability

Job description

Australian Financial Complaints Authority 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 transactions, assess conduct against obligations, and reach fair outcomes through negotiation, conciliation or a preliminary assessment.

You will manage a caseload, keep consumers informed with plain language updates, and escalate when specialist input is required.