Hybrid Senior Dispute Resolution Specialist – Scam Expertise

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Diversity and inclusion programs

Job summary

AFCA is seeking a Senior Dispute Resolution Specialist in Melbourne to investigate and resolve complex scam complaints, including multi‑party matters. You will design whole‑complaint strategies, negotiate settlements, and prepare decision‑ready briefs for timely outcomes.

This role emphasises trauma‑informed, human‑centred engagement with consumers, mentoring colleagues, and efficiently handling sensitive information within AFCA’s guidelines.

Qualifications

• Substantial experience, typically five years or more, in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative or regulatory frameworks.
• Advanced investigative and analytical skills, including assessing causation, loss and shared responsibility across several parties.
• Strong knowledge of scam typologies across banking, telecommunications or digital platforms.
• Experience leading negotiations and conciliations in complex, multi‑party matters.
• Ability to write detailed, well‑reasoned assessments and decision‑ready briefs, and explain complex legal and technical concepts in plain English.
• Excellent trauma‑informed communication, with the ability to manage highly sensitive conversations with empathy and clarity.
• A generous approach to mentoring and sharing knowledge.

Responsibilities

• Manage a caseload of complex scam complaints, owning investigation, progression and resolution within delegation.
• Develop a whole‑complaint strategy that sets out what can progress independently for each entity, what depends on shared findings and how a partial settlement affects the remaining dispute.
• Reconstruct the scam and transaction chronology and critically assess information from all parties, testing gaps, inconsistencies and competing accounts.
• Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.
• Lead negotiations and conciliations in complex matters, recording clear terms for each entity and what remains unresolved.
• Prepare well‑reasoned preliminary or merits assessments within delegation, and decision‑ready briefs for complaints that can go straight to a decision maker, giving the parties a fair opportunity to respond.
• Mentor Dispute Resolution Specialists, contribute to quality review within delegation and share knowledge through case discussion.

Skills

Dispute resolution

Regulatory experience

Investigative skills

Negotiations & conciliations

Trauma‑informed communication

Mentoring

Case management systems

Job description

AFCA is seeking a Senior Dispute Resolution Specialist in Melbourne to investigate and resolve complex scam complaints, including multi‑party matters. You will design whole‑complaint strategies, negotiate settlements, and prepare decision‑ready briefs for timely outcomes.

This role emphasises trauma‑informed, human‑centred engagement with consumers, mentoring colleagues, and efficiently handling sensitive information within AFCA’s guidelines.