Senior Scam Dispute Resolution Specialist (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Additional and inclusive leave options

Gold AWEI Accreditation 2025

Job summary

Australian Financial Complaints Authority (AFCA) invites experienced professionals to join the Australian Scams Ombudsman project in Sydney. The Senior Dispute Resolution Specialist will lead investigations into complex scam complaints, develop strategic approaches, negotiate outcomes and prepare decision-ready briefs for fast resolution.

Working in a trauma‑informed, human‑centred environment, you will mentor colleagues, contribute to quality reviews and share insights on emerging scam

Qualifications

• Substantial experience, typically five years or more, in dispute resolution or regulatory work.
• Advanced investigative and analytical abilities, with focus on causation and shared responsibility.
• Strong knowledge of scam typologies across banking, telecoms or digital platforms.
• Experience leading negotiations and conciliations in complex multi-party matters.
• Ability to write detailed assessments and explain complex concepts clearly.

Responsibilities

• Manage a caseload of complex scam complaints, guiding investigation and resolution.
• Develop whole-complaint strategies and determine progression across entities.
• Reconstruct chronology, assess information and test gaps across accounts.
• Lead negotiations and conciliations; prepare resolution briefs for decision-makers.
• Mentor colleagues and support quality reviews and case discussion.
• Record findings and manage sensitive information with confidentiality.

Skills

Dispute resolution

Investigative skills

Regulatory knowledge

Negotiation

Empathetic communication

Mentoring

Job description

Australian Financial Complaints Authority (AFCA) invites experienced professionals to join the Australian Scams Ombudsman project in Sydney. The Senior Dispute Resolution Specialist will lead investigations into complex scam complaints, develop strategic approaches, negotiate outcomes and prepare decision-ready briefs for fast resolution.

Working in a trauma‑informed, human‑centred environment, you will mentor colleagues, contribute to quality reviews and share insights on emerging scam