Senior Scam Dispute Resolution Specialist — Hybrid

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Flexible leave options

Job summary

AFCA is seeking a Senior Dispute Resolution Specialist in Melbourne to investigate and resolve complex scam complaints. You’ll lead negotiations, reconstruct chronology, and assess SPF obligations across entities, while mentoring peers and maintaining high-quality reviews.

The role emphasizes trauma-informed engagement with consumers and collaboration with cross-functional teams to deliver fair outcomes within delegation and escalation processes.

Qualifications

• Substantial experience in dispute resolution or regulatory work (5+ years).
• Advanced investigative and analytical skills including causation and loss assessment.
• Strong knowledge of scam typologies in banking, telecommunications or digital platforms.
• Experience leading negotiations and conciliations in complex matters.
• Ability to write detailed, well-reasoned assessments and plain-English explanations.

Responsibilities

• Engage with consumers with a trauma-informed, human-centred approach and provide support through complex matters.
• Manage a caseload of complex scam complaints, including investigation, progression and resolution.
• Develop whole-complaint strategies and assess impact of settlements on remaining disputes.
• Mentor and share knowledge with colleagues, contributing to quality reviews and case discussions.
• Record findings and data accurately, manage confidential information, and escalate when specialist advice is needed.

Skills

Dispute resolution

Investigative skills

Scam typologies

Negotiations & conciliations

Plain English writing

Trauma-informed communication

Mentoring

Case management systems

Job description

AFCA is seeking a Senior Dispute Resolution Specialist in Melbourne to investigate and resolve complex scam complaints. You’ll lead negotiations, reconstruct chronology, and assess SPF obligations across entities, while mentoring peers and maintaining high-quality reviews.

The role emphasizes trauma-informed engagement with consumers and collaboration with cross-functional teams to deliver fair outcomes within delegation and escalation processes.