Senior Scams Dispute Resolution Specialist

AFCA; Melbourne; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Job summary

AFCA, Australia's financial ombudsman, seeks a Senior Dispute Resolution Specialist to lead complex scam complaint investigations and resolutions. You will apply trauma‑informed, human‑centred approaches, mentor colleagues, and manage multi‑party disputes with clear, fair outcomes.

You will negotiate, prepare decision‑ready briefs, and maintain rigorous case management across sensitive information, contributing to AFCA’s standards and public trust.

Qualifications

• Substantial experience, typically five years or more, in dispute resolution or regulatory work.
• Advanced investigative and analytical skills across multi-party disputes.
• Strong knowledge of scam typologies in banking, telco or digital platforms.
• Experience leading negotiations and conciliations in complex matters.
• Ability to write detailed, well‑reasoned assessments and briefs.
• Excellent trauma‑informed communication with empathy and clarity.
• Mentor colleagues and share knowledge to improve practice.
• Proficiency with case management systems and handling sensitive information.

Responsibilities

• Manage a caseload of complex scam complaints from investigation to progression and resolution.
• Develop whole-complaint strategies and determine pathway for entity-specific progress.
• Reconstruct chronology, assess information and test gaps across parties.
• Assess conduct against SPF obligations, codes, AFCA Rules and guidance.
• Seek advice from senior leads and ensure fair process for material relied on.
• Lead negotiations and conciliations with clear terms and unresolved matters.
• Prepare well-reasoned preliminary or merits assessments for decision‑makers.

Skills

Dispute resolution

Advanced investigative skills

Analytical thinking

Trauma-informed communication

Mentoring & coaching

Negotiation & conciliation

Plain English writing

Case management systems

Tools

Case management software

Job description

AFCA, Australia's financial ombudsman, seeks a Senior Dispute Resolution Specialist to lead complex scam complaint investigations and resolutions. You will apply trauma‑informed, human‑centred approaches, mentor colleagues, and manage multi‑party disputes with clear, fair outcomes.

You will negotiate, prepare decision‑ready briefs, and maintain rigorous case management across sensitive information, contributing to AFCA’s standards and public trust.