Senior Dispute Resolution Specialist: Complex Scams

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Inclusive leave options

Gold AWEI Accreditation 2025

Family friendly workplace

Job summary

Australian Financial Complaints Authority (AFCA) is expanding the Australian Scams Ombudsman team in Sydney. The Senior Dispute Resolution Specialist (SDRS) handles complex scam complaints, guiding strategy, negotiations and decision-ready briefs.

You will mentor colleagues, support trauma-informed engagement, and ensure fair outcomes across regulated entities. Role commences late January 2027 with three days a week in modern AFCA offices and flexible work options.

Qualifications

• Substantial experience in dispute resolution, complaint assessment or regulatory work.
• Advanced investigative and analytical skills, including causation and loss assessment.
• Strong knowledge of scam typologies across banking, telecoms or digital platforms.
• Experience leading negotiations and conciliations in complex matters.
• Ability to write detailed, well-reasoned assessments and decision-ready briefs.
• Excellent trauma-informed communication with empathy and clarity.
• Mentoring and sharing knowledge with colleagues.

Responsibilities

• Manage a caseload of complex scam complaints and progress toward resolution.
• Lead negotiations and conciliations, documenting clear terms.
• Develop whole-complaint strategies and assess jurisdiction and findings.
• Reconstruct complaint chronology and test information from all parties.
• Escalate for specialist advice and coordinate with senior teams.
• Mentor and support Dispute Resolution Specialists.

Skills

Dispute resolution

Investigative analysis

Scam typologies

Negotiations & conciliations

Clear writing

Trauma-informed communication

Mentoring

Case management systems

Job description

Australian Financial Complaints Authority (AFCA) is expanding the Australian Scams Ombudsman team in Sydney. The Senior Dispute Resolution Specialist (SDRS) handles complex scam complaints, guiding strategy, negotiations and decision-ready briefs.

You will mentor colleagues, support trauma-informed engagement, and ensure fair outcomes across regulated entities. Role commences late January 2027 with three days a week in modern AFCA offices and flexible work options.