Job Title

Dispute Resolution Specialist - Banking and FinanceDispute Resolution Specialist - Banking and FinanceFairness feels goodMake a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, were championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.Company DescriptionFairness feels goodMake a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, were championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.Job DescriptionAs a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:Review complaints from consumers and small businesses that have not been resolved directly with the financial firmWork with consumers and financial firms to gather information and understand the core issuesApply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficientlyUtilise alternative dispute resolution methods to help parties resolves complaints by negotiationInvestigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints. Dispute Resolution Specialists handle complaints with various issues including:Disputed transactions including scamsResponsible lendingCredit reportingMisleading and unconscionable conductFinancial hardshipCredit reporting including default listings and Repayment History InformationCharges including interest and feesPrivacy and confidentialityDisclosure and instructions.QualificationsTo be successful in this role, you will have:Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindsetDemonstrated experience in the financial services industry, preferably within banking, finance or legal servicesAbility to investigate and identify the issues and information we need to form a viewStrong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise mannerDraft written communication in Plain English tailoring it to stakeholdersExcellent organizational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressingResilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely mannerA highly responsive approach to your workAbility to work autonomously and as part of a close and supporting teamAbility to work with Microsoft products including Office, Dynamics365 and SharePoint.An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.Additional InformationBOSS 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 2023Bronze 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.Locations A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.To applyIf youre passionate about fairness and believe your skills align with this role, we encourage you to applyeven if you dont meet every single criterion.We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionConsultingReferrals increase your chances of interviewing at Australian Financial Complaints Authority by 2xSign in to set job alerts for Resolution Specialist roles.Melbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 1 week agoClient Services Administrator Port MelbournePort Melbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 3 months agoMelbourne, Victoria, Australia 4 months agoExecutive and Administration CoordinatorMelbourne, Victoria, Australia 1 week agoPort Melbourne, Victoria, Australia 3 weeks agoCaulfield South, Victoria, Australia 3 days agoExpression of Interest - Operations OfficerMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoSite Services and Administration OfficerMelbourne, Victoria, Australia 12 hours agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 days agoParkville, Victoria, Australia 1 week agoCremorne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoParkville, Victoria, Australia 2 weeks agoCampbellfield, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 5 hours agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia $80,000.00-$85,000.00 2 weeks agoMelbourne, Victoria, Australia A$60.00-A$75,000.00 3 days agoMelbourne, Victoria, Australia 1 week agoSecretariat Officer & Division Coordinator, APS6, National Anti-Scam Centre (EA2025/93)Were unlocking community knowledge in a new way. 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