Impactful Dispute Resolution Specialist

Australian Financial Complaints Authority; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

LGBTQ+ workplace inclusion

Family friendly workplace

Inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Dispute Resolution Specialist in Sydney. You will review complaints, gather information, and apply AFCA criteria to resolve fairly.

You will use negotiation and ADR techniques and prepare clear draft decisions, contributing to timely, accessible outcomes for consumers and small businesses. The role requires strong communication, investigative skills, and resilience, with hybrid work options and a focus on working across multiple

Qualifications

• Experience handling complaints or disputes in financial services or related sectors.
• Ability to gather information, identify issues and form a view.
• Excellent written and verbal communication, translating complex matters clearly.

Responsibilities

• Review consumer and small business complaints not resolved directly with financial firms.
• Gather information from consumers and firms to understand core issues.
• Apply AFCA criteria, legal principles, and industry guidance to resolve fairly and efficiently.
• Use ADR methods to help parties negotiate and resolve complaints.
• Prepare preliminary assessments and draft decisions in Plain English.

Skills

Complaint handling

Financial services experience

Issue investigation

Verbal and written communication

Plain English drafting

Organisational skills

Resilience and empathy

Autonomous & teamwork

MS Office / Dynamics365 / SharePoint

Tools

Microsoft Office

Dynamics 365

SharePoint

Job description

Australian Financial Complaints Authority (AFCA) is seeking a Dispute Resolution Specialist in Sydney. You will review complaints, gather information, and apply AFCA criteria to resolve fairly.

You will use negotiation and ADR techniques and prepare clear draft decisions, contributing to timely, accessible outcomes for consumers and small businesses. The role requires strong communication, investigative skills, and resilience, with hybrid work options and a focus on working across multiple