Senior Dispute Resolution Specialist - Hybrid Scam Resolution

AFCA; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional leave options

Job summary

AFCA is building the Australian Scams Ombudsman team. We seek a Senior Dispute Resolution Specialist (SDRS) to investigate and resolve complex scam complaints, including multi-entity and novel methods.

You will mentor colleagues and maintain a trauma-informed, human-centred approach while guiding investigations and outcomes. You will lead negotiations, assess SPF obligations, and prepare decision-ready briefs for efficient resolution, contributing to a fair, clear and timely complaints process.

Qualifications

• Substantial experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex frameworks.
• Advanced investigative and analytical skills, including assessing causation, loss and shared responsibility across several parties.
• Experience leading negotiations and conciliations in complex, multi-party matters.
• Excellent ability to write detailed, well-reasoned assessments and explain complex concepts in plain English.
• Excellent trauma-informed communication and empathy in highly sensitive conversations.
• Proficiency with case management systems and careful handling of sensitive information.

Responsibilities

• Manage a caseload of complex scam complaints, owning investigation, progression and resolution within delegation.
• Develop whole-complaint strategy for each entity and plan partial settlements affecting the remaining dispute.
• Reconstruct chronology, assess information from all parties, and test for gaps and inconsistencies.
• Lead negotiations and conciliations with clear terms and escalation where required.
• Prepare well-reasoned preliminary or merits assessments and briefs for decision-ready outcomes.

Skills

Dispute resolution

Investigative analysis

Negotiations leadership

Stakeholder communication

Mentoring

Case management

Tools

Case management systems

Job description

AFCA is building the Australian Scams Ombudsman team. We seek a Senior Dispute Resolution Specialist (SDRS) to investigate and resolve complex scam complaints, including multi-entity and novel methods.

You will mentor colleagues and maintain a trauma-informed, human-centred approach while guiding investigations and outcomes. You will lead negotiations, assess SPF obligations, and prepare decision-ready briefs for efficient resolution, contributing to a fair, clear and timely complaints process.