Scams Dispute Resolution Specialist (Hybrid)

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

Benefits offered by this job

Hybrid working

Flexible leave options

Inclusive workplace

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct scams, assess conduct against obligations, and drive fair outcomes through negotiation, conciliation, or preliminary assessments.

You will manage a varied caseload, obtain information from parties, and ensure timely communications while maintaining confidentiality and high standards of service.

Qualifications

• Relevant experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex frameworks.
• Strong investigative and analytical skills, including the ability to weigh competing accounts and identify key issues.
• Ability to write clear, well-reasoned outcomes and explain complex information in plain English.
• Negotiation and conciliation skills with the ability to provide fair outcomes.
• Excellent trauma-informed communication, with the ability to build trust and manage sensitive conversations.
• Understanding of multi-party complaints and scam typologies across banking, telecoms or digital platforms.

Responsibilities

• Investigate and resolve scam complaints under the Scams Prevention Framework.
• Reconstruct the scam and the transaction chronology, identify the issues in dispute and plan inquiries.
• Obtain and critically assess information from the parties, testing gaps and inconsistencies.
• Assess conduct against SPF obligations, codes and AFCA guidance.
• Seek advice from senior leads and ensure material is shared through a fair process.
• Resolve complaints through negotiation and conciliation where possible, with clear terms for each party.
• Prepare and communicate well-reasoned preliminary or merits assessments within delegation.

Skills

Dispute resolution

Regulatory experience

Investigative skills

Analytical thinking

Negotiation skills

Trauma-informed communication

Multi-party disputes

Tools

Case management systems

Job description

Australian Financial Complaints Authority (AFCA) is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct scams, assess conduct against obligations, and drive fair outcomes through negotiation, conciliation, or preliminary assessments.

You will manage a varied caseload, obtain information from parties, and ensure timely communications while maintaining confidentiality and high standards of service.