Senior Dispute Resolution Specialist – Scams Ombudsman (Hybrid)

Work Initiatives; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Flexible arrangements

Inclusion and wellbeing programs

Job summary

AFCA is seeking a Senior Dispute Resolution Specialist to investigate and resolve the more complex scam complaints, including multi-entity and novel methods. The role involves building a clear strategy, negotiating, conciliation, or a decision-ready brief to enable timely decisions, all through a trauma-informed, human-centred approach.

You will mentor colleagues, manage a demanding caseload, keep consumers informed with plain language updates, and escalate when required.

Qualifications

• Substantial experience (5+ years) in dispute resolution, complaint assessment, regulatory work.
• Advanced investigative and analytical skills across multiple parties.
• Strong knowledge of scam typologies in banking, telecoms or digital platforms.
• Experience leading negotiations and conciliations in complex, multi-party matters.
• Ability to write detailed, well-reasoned assessments and explain concepts in plain English.
• Excellent trauma-informed communication and mentoring.
• Familiarity with case management systems and using approved tech/AI tools.

Responsibilities

• Manage a caseload of complex scam complaints from investigation to resolution.
• Develop whole-complaint strategies and determine settlement impacts.
• Reconstruct chronology and assess information for gaps and inconsistencies.
• Lead negotiations and conciliations; prepare briefs for decision-makers.
• Mentor colleagues and support quality review.
• Record findings clearly and escalate as needed.

Skills

Dispute resolution

Regulatory experience

Analytical skills

Written communication

Empathy

Tools

Case management systems

AI tools

Job description

AFCA is seeking a Senior Dispute Resolution Specialist to investigate and resolve the more complex scam complaints, including multi-entity and novel methods. The role involves building a clear strategy, negotiating, conciliation, or a decision-ready brief to enable timely decisions, all through a trauma-informed, human-centred approach.

You will mentor colleagues, manage a demanding caseload, keep consumers informed with plain language updates, and escalate when required.