Scams Dispute Resolution Specialist - Hybrid & Impact

AFCA; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Accredited Family Friendly Workplace

Hybrid working

Flexible leave options

Job summary

AFCA in Melbourne is building a dedicated team to tackle scam complaints under the Scams Prevention Framework. As a Dispute Resolution Specialist, you will investigate, reconstruct the scam chronology, assess conduct against SPF obligations, and seek fair outcomes through negotiation, conciliation or preliminary assessment.

You’ll engage with consumers with a trauma‑informed, human‑centred approach, manage a caseload, and escalate where needed.

Qualifications

• Relevant experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative/regulatory frameworks.
• Strong investigative and analytical skills, including weighing competing accounts and identifying important issues.
• Ability to write clear, well-reasoned outcomes and explain complex financial/technical information plainly.
• Negotiation and conciliation skills focused on practical and fair outcomes.
• Trauma-informed communication to build trust and handle sensitive conversations with empathy.

Responsibilities

• Consumer engagement: support and updates with a trauma-informed, human-centred approach.
• Investigation and resolution: manage caseloads, reconstruct scams and assess SPF obligations.
• Information management: record findings accurately and escalate when required.
• Collaborate with senior leads and ensure fair process in resolutions.

Skills

Dispute resolution

Regulatory analytics

Evidence assessment

Negotiation & conciliation

Trauma-informed communication

Stakeholder engagement

Case management

Plain english writing

Job description

AFCA in Melbourne is building a dedicated team to tackle scam complaints under the Scams Prevention Framework. As a Dispute Resolution Specialist, you will investigate, reconstruct the scam chronology, assess conduct against SPF obligations, and seek fair outcomes through negotiation, conciliation or preliminary assessment.

You’ll engage with consumers with a trauma‑informed, human‑centred approach, manage a caseload, and escalate where needed.