Senior Dispute Resolution Specialist — Hybrid (Super/Life)

Lawyers Weekly; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working from home

Not For Profit salary packaging

Flexible leave

Family Friendly Workplace

Job summary

AFCA is seeking a Senior Dispute Resolution Specialist to lead the Superannuation and Life Insurance teams. You will review complex complaints, gather information, and determine core issues.

The role requires negotiating fair outcomes using ADR methods and applying AFCA criteria, codes, and legislation to resolve disputes efficiently. The position emphasizes strategic alignment with the Operational Delivery plan, strong written and verbal communication, and the ability to work across teams in a

Qualifications

• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• A strategic mindset aligned with Operational Delivery strategy
• Ability to investigate and identify complex complaints and information needs
• Strong verbal and written communication to explain complex info in Plain English
• Excellent organisational skills across multiple complaints and activities
• Resilience and empathy for difficult conversations focused on timely resolution
• Ability to work autonomously and as part of a supportive team
• Desire to contribute to a culture of fairness, efficiency, and accessibility

Responsibilities

• Review complaints from consumers and small businesses not resolved directly with the financial firm
• Gather information and understand the core issues with customers
• Identify key issues and investigate with third parties where needed and draft clear decisions
• Produce written decisions in Plain English and use ADR methods to resolve disputes by negotiation
• Apply AFCA criteria, codes, guidance, and legislation to resolve complaints fairly and efficiently
• Resolve complaints through negotiation and fair outcomes within the organisation's framework
• Under superannuation jurisdiction, consider complaints about superannuation trustees and related funds

Skills

Complaint handling

Strategic mindset

Investigate complex complaints

Communication

Organisational skills

Resilience & empathy

Autonomy

Team collaboration

Job description

AFCA is seeking a Senior Dispute Resolution Specialist to lead the Superannuation and Life Insurance teams. You will review complex complaints, gather information, and determine core issues.

The role requires negotiating fair outcomes using ADR methods and applying AFCA criteria, codes, and legislation to resolve disputes efficiently. The position emphasizes strategic alignment with the Operational Delivery plan, strong written and verbal communication, and the ability to work across teams in a