Senior Banking Disputes Specialist — Fair Resolution

AFCA; Sydney; Hybrid; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Flexible work options

Supportive culture

Job summary

AFCA is seeking a Senior Dispute Resolution Specialist for Banking and Finance to lead complex complaints with negotiation, conciliation and case investigation, applying relevant codes, industry guidelines and AFCA's Fairness Jurisdiction to deliver fair outcomes for consumers and financial firms.

You will mentor colleagues, review work for quality and oversee a caseload while maintaining high standards of Plain English communication and timely resolution in a not-for-profit environment.

Qualifications

• Considerable experience in the financial services industry, preferably within Banking & Finance, legal, or compliance focused roles.
• Comprehensive understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset.
• Ability to identify complaint issues and investigate complex complaints.
• Highly developed written communication and quality assurance expertise, with demonstrated experience communicating complex information in Plain English.
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously.
• Experience coaching and mentoring team members, and providing constructive, actionable feedback to support continuous improvement.

Responsibilities

• Review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm.
• Work with customers to understand the issues in the complaint and gather relevant information.
• Apply understanding of AFCA complaint resolution criteria including legal principles, industry codes or guidance, good industry practice and prior AFCA decisions to resolve fairly.
• Use alternative dispute resolution methods, including conciliation, to help parties resolve complaints by negotiation.
• Conduct thorough investigation of complaints that cannot be resolved by negotiation, producing well-reasoned assessments in Plain English.
• Complete quality assurance activities, reviewing written communications and assessments to lift clarity and reasoning across the team.
• Mentor and coach teammates on case management, resolution techniques, and analytical tasks.

Skills

Financial services experience

Complaint handling / ADR

Issue identification & investigation

Written communication / Plain English

Coaching & mentoring

Resilience & empathy

Job description

AFCA is seeking a Senior Dispute Resolution Specialist for Banking and Finance to lead complex complaints with negotiation, conciliation and case investigation, applying relevant codes, industry guidelines and AFCA's Fairness Jurisdiction to deliver fair outcomes for consumers and financial firms.

You will mentor colleagues, review work for quality and oversee a caseload while maintaining high standards of Plain English communication and timely resolution in a not-for-profit environment.