Manager, Dispute Resolution, Scams

Australian Financial Complaints Authority; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working

Accredited Family Friendly Workplace

Job summary

Australian Financial Complaints Authority in Melbourne seeks an experienced dispute resolution leader to lead a team resolving scam complaints and help shape a new era of consumer protection in Australia.

You will combine leadership, investigative and dispute resolution expertise to support consumers affected by scams, with a hybrid work model requiring three days in the office each week. The role emphasizes compassionate leadership, team wellbeing and high-quality outcomes.

Qualifications

• Experience in dispute resolution, financial services, telecommunications, legal, regulatory or a related environment.
• Experience leading and developing complaint or case-management professionals, including coaching, performance and wellbeing.
• Substantial investigative and dispute resolution experience, with the ability to coach others and oversee the quality of complex assessments and outcomes.
• Strong trauma-informed communication skills and confidence guiding others through difficult conversations.

Responsibilities

• Lead, coach and develop a team of complaint and dispute resolution professionals.
• Allocate complaints based on complexity, capability and capacity, keeping the focus on fair resolution as early as possible.
• Monitor case progression, remove roadblocks and ensure complex complaints continue to move towards resolution.
• Oversee the quality of assessments, settlement terms and key correspondence, ensuring outcomes are fair, consistent, well-reasoned and clearly communicated.
• Manage escalations involving complex or unusual matters from your team, consumers and regulated entities.
• Champion a trauma-informed, human-centred approach that treats consumers with dignity and minimises the risk of re-traumatisation.
• Create a psychologically safe environment and actively support the wellbeing of team members undertaking challenging work.
• Identify emerging patterns, risks and potential systemic issues through complaint handling and escape these appropriately.
• Contribute to the establishment and continuous improvement of theScams Dispute Resolution function.

Skills

Dispute resolution

People leadership

Investigative skills

Stakeholder management

Trauma-informed comms

Education

Tertiary qualifications

Job description

Australian Financial Complaints Authority – Melbourne VIC

The Australian Scams Ombudsman team at AFCA is taking shape

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

Job Description

Lead a team resolving complex scam complaints and help shape a new era of consumer protection in Australia.

We’re looking for an experienced dispute resolution leader to lead and develop a team responsible for resolving scam complaints fairly, thoroughly and efficiently.This is an opportunity to combine your leadership, investigative and dispute resolution expertise with meaningful work supporting consumers impacted by scams.

This is a hybrid role working 3 days per week from the office.

What you’ll be doing:

• Lead, coach and develop a team of complaint and dispute resolution professionals.
• Allocate complaints based on complexity, capability and capacity, keeping the focus on fair resolution as early as possible.
• Monitor case progression, remove roadblocks and ensure complex complaints continue to move towards resolution.
• Oversee the quality of assessments, settlement terms and key correspondence, ensuring outcomes are fair, consistent, well-reasoned and clearly communicated.
• Manage escalations involving complex or unusual matters from your team, consumers and regulated entities.
• Champion a trauma-informed, human-centred approach that treats consumers with dignity and minimises the risk of re-traumatisation.
• Create a psychologically safe environment and actively support the wellbeing of team members undertaking challenging work.
• Identify emerging patterns, risks and potential systemic issues through complaint handling and escape these appropriately.
• Contribute to the establishment and continuous improvement of theScams Dispute Resolution function.

Qualifications

You’ll be an experienced people leader with strong investigative and dispute resolution capability, sound judgement and the confidence to lead others through complex matters.

We’re looking for:

• Experience in dispute resolution, financial services, telecommunications, legal, regulatory or a related environment.
• Experience leading and developing complaint or case-management professionals, including coaching, performance and wellbeing.
• Substantial investigative and dispute resolution experience, with the ability to coach others and oversee the quality of complex assessments and outcomes.
• Strong trauma-informed communication skills and confidence guiding others through difficult conversations.
• Sound judgement and the ability to make accountable decisions under pressure.
• Strong analytical and problem-solving skills, particularly in an operational environment.
• The ability to build effective relationships with consumers, regulated entities and diverse internal stakeholders.
• Relevant tertiary qualifications and/or equivalent professional experience.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

If you require any accessibility support during the recruitment process, please reach out to our team at *******@afca.org.au.