Scams Dispute Specialist – Hybrid Work, Flexible Leave

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

Benefits offered by this job

Hybrid working

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Additional and inclusive leave options

Job summary

AFCA is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam, assess entity conduct against SPF obligations, and reach fair outcomes through negotiation, conciliation or preliminary assessments.

You will manage a varied caseload with trauma-informed, plain‑English engagement, keeping consumers informed and escalating where needed. Hybrid work options are available.

Qualifications

• Experience in dispute resolution or regulatory/comparable work applying complex frameworks.
• Ability to weigh competing accounts and identify material issues.
• Ability to explain complex financial information clearly in plain English.
• Strong negotiation and conciliations skills for fair outcomes.
• Trauma-informed communication to support distressed individuals.

Responsibilities

• Investigate and resolve scam complaints within the Scams Prevention Framework.
• Reconstruct scams and transaction chronologies and assess entity conduct.
• Engage with consumers, provide plain-language updates and manage expectations.
• Manage a caseload, progress investigations, and document outcomes clearly.
• Escalate complex matters to senior leads and ensure fair process.

Skills

Dispute resolution

Investigative analysis

Written communication

Negotiation and conciliation

Trauma-informed communication

Stakeholder engagement

Regulatory framework knowledge

Case management systems

Tools

Case management systems

Job description

AFCA is seeking a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam, assess entity conduct against SPF obligations, and reach fair outcomes through negotiation, conciliation or preliminary assessments.

You will manage a varied caseload with trauma-informed, plain‑English engagement, keeping consumers informed and escalating where needed. Hybrid work options are available.