Job Title

Senior Dispute Resolution Specialist - Investments and AdviceJoin us at Australian Financial Complaints Authority as a Senior Dispute Resolution Specialist - Investments and Advice.Company DescriptionAs a financial ombudsman, we are a for-purpose organization providing free services to individuals and small businesses. We listen to our customers and their financial firms to resolve complaints that have gone unheard or unresolved. This is your opportunity to make a meaningful difference.Job DescriptionWe are seeking passionate Senior Dispute Resolution Specialists to help promote financial fairness within our Investments and Advice team, including the rapidly evolving cryptocurrency space.Responsibilities include:Applying a sound understanding of AFCA complaint resolution criteria, including relevant legal principles, industry codes, guidance, and previous AFCA decisions to resolve complaints fairly and efficiently.Reviewing complex complaints from consumers and small businesses unresolved by financial firms.Working with customers to gather information and understand core issues.Determining key issues, investigating as needed, and producing clear, plain English decisions.Scope of Complaints: Under our Investment and Advice jurisdiction, we consider complaints related to products such as derivatives, managed investments, securities, self-managed super funds, and cryptocurrency.Qualifications:Legal or litigation experience, especially in navigating complex regulatory environments and resolving financial disputes.Experience in Investments and Advice, with knowledge of traditional and emerging financial products, including cryptocurrency.Understanding of complaints/dispute resolution processes and a strong resolution mindset.Ability to manage and resolve complex disputes in compliance with legislation and standards.Proactive in staying informed about industry and regulatory changes.Strong communication skills to explain complex information clearly and build confidence with customers.Excellent organizational skills to manage multiple activities effectively.Resilience and empathy for handling difficult conversations and resolving complaints promptly.Additional Benefits and Information:Award-winning workplace culture, including recognition as a best place to work and inclusive employer awards.Flexible hybrid working arrangements and inclusive leave options.Financial benefits such as salary packaging for not-for-profit organizations.Life at AFCA: We prioritize our people, fostering a culture of inclusion, engagement, and growth. Join us to be part of an organization that values diversity and supports your development.How to Apply: If you are passionate about promoting fairness in the financial sector and meet most of the criteria, we encourage you to apply. We welcome applicants of all backgrounds and abilities. For accessibility needs or flexible working requests, please contact us at Careers@afca.org.au.AFCA is committed to responding to every applicant as part of the 2025 Circle Back Initiative. #J-18808-Ljbffr