Senior Dispute Resolution Specialist – Hybrid Work

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Gold AWEI 2025

Family friendly

Hybrid work

Inclusive leave

Job summary

The Australian Financial Complaints Authority (AFCA) in Melbourne is seeking a Senior Dispute Resolution Specialist to lead the investigation and resolution of complex scam complaints. You will build strategies, mentor colleagues, and support consumers through challenging processes with a trauma-informed, human-centred approach.

You will manage multi‑entity cases, negotiate and conciliate for fair outcomes, and contribute to continuous improvement of our complaints framework while upholding

Qualifications

• Substantial experience (5+ years) in dispute resolution and complaint assessment.
• Advanced investigative and analytical skills.
• 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.
• Excellent trauma‑informed communication and empathy.
• Mentoring experience and willingness to share knowledge.
• Proficiency with case management systems and handling sensitive information.

Responsibilities

• Engage with consumers with trauma‑informed, human‑centered support.
• Manage complex scam cases and develop whole‑complaint strategies.
• Lead negotiations and conciliations for multi‑party matters.
• Mentor colleagues and share knowledge to improve outcomes.
• Record findings clearly and manage sensitive information.

Skills

Dispute resolution

Investigation

Negotiations

Trauma-informed communication

Mentoring

Case management

AI tools

Tools

Case management systems

AI tools

Job description

The Australian Financial Complaints Authority (AFCA) in Melbourne is seeking a Senior Dispute Resolution Specialist to lead the investigation and resolution of complex scam complaints. You will build strategies, mentor colleagues, and support consumers through challenging processes with a trauma-informed, human-centred approach.

You will manage multi‑entity cases, negotiate and conciliate for fair outcomes, and contribute to continuous improvement of our complaints framework while upholding