Job Title

Create a free Lawyers Weekly Jobs accountSenior 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.Job DescriptionWe have fantastic career opportunities for passionateSenior Dispute Resolution Specialiststo help drive financial fairness in ourInvestments and Adviceteam, including the rapidly evolvingcryptocurrencyspace.As aSenior Dispute Resolution Specialist , you will: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.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, investigate where further information is required from complainants and third parties, and produce written decisions in plain English.Under ourInvestment and Advicejurisdiction, we consider a range of complaints relating to investments and financial advice, covering products such as:Derivatives and hedgingManaged investmentsSecuritiesSelf Managed Super FundsCryptocurrencyQualificationsTo be successful in this role, you will need:Legal or litigation experienceis highly regarded, especially in navigating complex regulatory environments and resolving financial disputes.Experience in the Investments and Advice sectorwith a strong understanding of both traditional and emerging financial products, including cryptocurrency.Understanding of complaints/dispute resolution processesand a strong resolution mindset.Proven ability to manage and resolve complex disputes , ensuring compliance with relevant legislation and industry standards.A proactive approachto staying informed about industry developments and regulatory changes.Ability to investigate and identify gaps in informationto seek appropriate information needed to form a view.Strong verbal and written communication skillsto explain complex information clearly to various stakeholders and build confidence with customers.Excellent organisational skillsto manage multiple activities and ensure timely progression of matters.Resilience and empathyto have difficult conversations and resolve complaints efficiently and compassionately.Additional informationBOSS Best Places to Work 2024 recognized for culture, engagement, and flexible work 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 recognized for LGBTQ+ workplace inclusion.Accredited Family Friendly Workplace supporting work-life balance and inclusivity.Hybrid working flexible arrangements with modern 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 enhance take-home pay.Life at AFCAOur people are central to our mission. We foster a culture that promotes diversity, inclusion, and growth. Working at AFCA, you will experience a supportive environment where everyone can contribute, belong, and thrive. Our high employee engagement scores reflect our commitment to a positive workplace.To applyIf you are passionate about promoting fairness in the financial sector and value an organisation that cares about its people, we encourage you to applyeven if you dont meet every criterion.We welcome applications from all backgrounds, abilities, cultures, sexual orientations, and gender identities. For any accessibility needs during the recruitment process, please contact the recruiter or email Careers@afca.org.au. We also support flexible work arrangements and encourage you to discuss your needs.AFCA is a 2025 Circle Back Initiative Employer committed to responding to every applicant.#J-18808-Ljbffr