Senior Specialist, External Dispute Resolution

Bank Australia Limited; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Bank Australia Limited is seeking a Senior Specialist, External Dispute Resolution to lead end-to-end management of AFCA complaints and independent reviews. You will investigate complex matters, develop well-reasoned positions, and advise across fraud, hardship, payments, and lending.

The role involves coaching teams, preparing submissions, and strengthening dispute-handling practices for better customer outcomes.

Qualifications

• Experience managing AFCA complaints and external reviews.
• Knowledge of banking products and customer issues.
• Ability to prepare high-quality responses and findings.

Responsibilities

• Manage portfolio of AFCA complaints and external reviews through investigation and resolution.
• Conduct detailed investigations, assess evidence and develop fair customer outcomes.
• Provide specialist advice on complex complaints across fraud, hardship, payments, lending.
• Coach leaders and frontline teams to strengthen complaint handling capability.
• Prepare high-quality responses and review findings for customers and external parties.
• Build relationships with customers, stakeholders and external dispute resolution bodies.
• Identify risks and opportunities to improve complaint management practices.

Skills

AFCA complaints

Stakeholder management

Investigations

Strong communication

Regulatory knowledge

Education

Legal qualifications

Job description

Senior Specialist, External Dispute Resolution

Through the merger of Bank Australia and Qudos Bank we're creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we're building on the strong foundations of our history and shared values as we bring together the best of both banks.

As Senior Specialist, External Dispute Resolution, you will manage complex escalated complaints and external dispute matters, ensuring fair, consistent and well-reasoned customer outcomes. Acting as a trusted advisor across the business, you will lead the end-to-end management of AFCA complaints and independent reviews, provide specialist complaints guidance, and help strengthen complaint handling practices, risk management and continuous improvement across the bank.

• We have big plans to become Australia's most trusted bank and a leading purpose-driven business.
• As a certified B Corp, We're part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Manage a portfolio of complex AFCA complaints and customer-requested independent reviews, representing the bank through external dispute resolution processes from investigation through to resolution.
• Conduct detailed investigations, assess evidence and develop well-reasoned positions that support fair, balanced and customer-focused outcomes.
• Provide specialist advice and guidance on complex complaints across areas including fraud and scams, financial hardship, payments, everyday banking and lending.
• Act as a trusted advisor and escalation point for leaders and frontline teams, providing coaching and support to strengthen complaint handling capability across the bank.
• Prepare high-quality responses, submissions and review findings, communicating decisions clearly and effectively to customers, representatives and external parties.
• Build strong relationships with customers, stakeholders and external dispute resolution bodies to support effective case management and resolution outcomes.
• Identify emerging risks, systemic issues and improvement opportunities, influencing stakeholders to enhance customer outcomes and complaint management practices.
• Contribute to the ongoing development of the Dispute Resolution function through quality assurance, insights, reporting and continuous improvement initiatives.

What you will bring

• Demonstrated experience managing complex and escalated complaints within banking, financial services, regulatory, legal or other highly regulated environments.
• Strong experience managing AFCA matters, independent reviews or complex external dispute resolution cases, with a solid understanding of complaint handling obligations and regulatory requirements.
• Deep knowledge of banking products and customer issues, including fraud and scams, financial hardship, payments, everyday banking and lending-related complaints.
• Strong investigative, analytical and decision-making skills, with the ability to assess evidence, interpret obligations and deliver fair, balanced and evidence-based outcomes.
• Excellent written and verbal communication skills, with the ability to prepare clear, persuasive and defensible responses, findings and recommendations in plain English.
• Proven stakeholder management and influencing skills, with the ability to provide trusted advice, coaching and guidance to leaders, frontline teams and risk stakeholders.
• High integrity, sound judgement and attention to detail, with the resilience and professionalism to manage sensitive and complex matters.
• A customer-focused and outcomes-driven approach, with a commitment to fairness, continuous improvement and identifying opportunities to strengthen complaint management practices. Legal qualifications, legal practice experience, or experience working closely with legal, regulatory, compliance or dispute resolution functions will be highly regarded.
• Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.