Job Title

Senior Dispute Resolution Specialist - Investments and AdviceAs a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.We have fantastic career opportunities for passionateSenior Dispute Resolution Specialiststo help drive financial fairness in ourInvestments and Adviceteam, including the rapidly evolvingcryptocurrency space .As a Senior Dispute Resolution Specialist, you will:Review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm.Work with customers to gather information and understand the core issues.Determine key issues and investigate where further information is required from complainants and third parties, and produce written decisions in plain English.Apply a sound understanding of the AFCA complaint resolution criteria, including relevant legal principles, applicable industry codes or guidance, good industry practice, and previous AFCA decisions to resolve financial complaints fairly and efficiently.Under our Investment and Advice jurisdiction,we consider a range of complaints relating to investments and financial advice matters, including products such as:Derivatives and hedgingManaged investmentsSecuritiesSelf Managed Super FundsCryptocurrencyTo be successful in this role, you will need:Extensive experience in the Investments and Advice sector, with a strong understanding of both traditional and emerging financial products, including cryptocurrency.Demonstrated understanding of complaints/dispute resolution processes and a strong resolution mindset.Proven ability to manage and resolve complex disputes, ensuring compliance with relevant legislation and industry standards.A proactive approach to staying informed about industry developments and regulatory changes.Ability to investigate and identify gaps in information to seek appropriate data needed to form a view.Strong verbal and written communication skills to explain complex information clearly to a variety of stakeholders and to build confidence with customers.Excellent organisational skills to manage multiple activities and ensure matters are progressing.Resilience and empathy to handle difficult conversations with a focus on resolving complaints for customers and their financial firms in a timely manner.We offer:BOSS Best Places to Work 2024 credited for its culture, engagement, and flexible working arrangements.Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.Employer of Choice Public Sector and NFP Australian HR Awards 2023.Bronze AWEI Accreditation 2024 Recognised for LGBTQ+ workplace inclusion.Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.Inclusive leave options Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, womens health leave, and paid time off over Christmas.Financial benefits Not-for-profit salary packaging to boost take-home pay.Life at AFCAOur people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our high employee engagement results reflect that AFCA is a truly great place to work where people can contribute, belong, and flourish!To applyIf you are passionate about driving fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to applyeven if you dont meet every criterion.We welcome applications from people of all ages, cultures, abilities, sexual orientations, and gender identities. We strive to provide a fair, inclusive, and accessible recruitment process. If you have specific accessibility requirements, please contact the recruiter or email us at Careers@afca.org.au. We also offer flexible working arrangements and encourage conversations about alternative working options even if the role is advertised as full-time.AFCA is a 2025 Circle Back Initiative Employercommitted to responding to every applicant.#J-18808-Ljbffr