Senior Dispute Resolution Specialist - Financial Difficulty

Company Description

Fairness feels good

Make 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, we’re 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 Description

We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.
As a  Senior 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 firm
• Work with customers to gather information and understand the core issues
• 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 decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

Qualifications

To be successful in this role you will have:

• Excellent logical, open, analytical and lateral thinking skills.
• Ability to make accountable and logical decisions, breaking down complex information, including complex legal and financial documents and concepts, so that it may be understood by various stakeholders.
• Demonstrated skills in analysing and investigating issues to identify what is relevant, identify any gaps and come to a conclusion based on the facts.
• Ability to conduct conciliations and/or negotiating solutions that meet community standards.
• Excellent time management and prioritisation skills, often moving between multiple activities by understanding what is needed to keep each matter progressing and organising others who need to be involved
• Strong interpersonal skills and excellent oral and written communication skills.
• Ability to communicate effectively to create confidence with someone (often in distress) and being able to identify appropriate times to work to a resolution, explaining not only an outcome, but why it was reached
• Working with Empathy to detect underlying concerns, interests or emotions that lie behind what is being said and done. Presents as genuine and sincere when dealing with others. Projects an objective view of another’s positions. Uses understanding of individuals to get the best outcomes

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.