Senior Dispute Resolution Specialist — Hybrid & Impactful

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

LGBTQ+ inclusion accreditation

Family friendly workplace

Inclusive leave options

Job summary

Australian Financial Complaints Authority seeks a Senior Dispute Resolution Specialist to lead investigations and resolution of complex scam complaints, including multi‑party matters. You will develop strategy, negotiate outcomes, and prepare decision‑ready briefs.

Through a trauma‑informed, human‑centred approach you will mentor others, share insights on scam types, and ensure rigorous case management with a supportive, inclusive culture. Hybrid work options available.

Qualifications

• Substantial experience, typically five years or more, in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative or regulatory frameworks.
• Advanced investigative and analytical skills, including assessing causation, loss and shared responsibility across several parties.
• Strong knowledge of scam typologies across banking, telecommunications or digital platforms.
• Experience leading negotiations and conciliations in complex, multi‑party matters.
• Ability to write detailed, well‑reasoned assessments and decision‑ready briefs, and explain complex legal and technical concepts in plain English.
• Excellent trauma‑informed communication, with the ability to manage highly sensitive conversations with empathy and clarity.
• A generous approach to mentoring and sharing knowledge.
• Proficiency with case management systems and careful handling of sensitive information, with openness to using approved technology and AI tools, applying critical judgement and helping colleagues do the same.

Responsibilities

• Engage with consumers with a trauma‑informed, human‑centred approach across complex matters.
• Keep consumers informed with plain-language updates and set realistic expectations.
• Identify distress and barriers, adjust service access and escalate when required.
• Prepare consumers for difficult conversations and offer participation options.
• Mentor colleagues and model approaches for difficult conversations.
• Manage a caseload of complex scam complaints within delegation and progress toward resolution.
• Develop whole-complaint strategies for multiple entities and partial settlements.
• Reconstruct chronology and assess information, gaps and competing accounts.
• Assess conduct against SPF obligations, sector code, AFCA Rules, and guidance.
• Seek advice from senior leads and ensure fair process.
• Lead negotiations and conciliations, recording clear terms for each entity.
• Prepare preliminary or merits assessments and briefs for decision makers.
• Mentor Dispute Resolution Specialists and share knowledge through case discussion.
• Share insights on emerging scam methods with internal teams and refer systemic issues.
• Record findings about entity conduct and SPF obligations.
• Record and manage sensitive information in line with confidentiality requirements.
• Escalate matters needing specialist advice or authorised decision maker.

Skills

Dispute resolution

Regulatory frameworks

Analytical skills

Negotiations

Communication

Mentoring

Case management systems

Job description

Australian Financial Complaints Authority seeks a Senior Dispute Resolution Specialist to lead investigations and resolution of complex scam complaints, including multi‑party matters. You will develop strategy, negotiate outcomes, and prepare decision‑ready briefs.

Through a trauma‑informed, human‑centred approach you will mentor others, share insights on scam types, and ensure rigorous case management with a supportive, inclusive culture. Hybrid work options available.