Senior Dispute Resolution Specialist – Scams

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Family friendly workplace

Hybrid working

Flexible leave options

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Senior Dispute Resolution Specialist to investigate and resolve complex scam complaints, including multi‑entity cases, using a trauma‑informed, human‑centred approach. You will design whole‑complaint strategies, lead negotiations, and provide mentoring to colleagues to drive fair outcomes.

The role is based in Sydney with hybrid working options, and AFCA offers a supportive culture, flexible work arrangements and opportunities to

Qualifications

• Substantial experience (5+ years) in dispute resolution, complaint assessment or regulatory work.
• Advanced investigative and analytical skills, including assessing causation and shared responsibility.
• Strong knowledge of scam typologies across financial services, telecoms or digital platforms.
• Experience leading negotiations and conciliations in complex, multi‑party matters.
• Ability to write clear, well‑reasoned assessments and plain English explanations.

Responsibilities

• Manage a caseload of complex scam complaints within delegation.
• Develop whole‑complaint strategy for each entity and partial settlements.
• Lead negotiations and conciliations for complex matters.
• Prepare preliminary/merits assessments and briefs for decision makers.
• Mentor and share knowledge with colleagues to improve practice.

Skills

Dispute resolution

Regulatory frameworks

Investigative analysis

Trauma‑informed communication

Mentoring & coaching

Case management systems

Tools

Case management systems

Job description

Australian Financial Complaints Authority (AFCA) is seeking a Senior Dispute Resolution Specialist to investigate and resolve complex scam complaints, including multi‑entity cases, using a trauma‑informed, human‑centred approach. You will design whole‑complaint strategies, lead negotiations, and provide mentoring to colleagues to drive fair outcomes.

The role is based in Sydney with hybrid working options, and AFCA offers a supportive culture, flexible work arrangements and opportunities to