Dispute Resolution Specialist - 6 month contract

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.

As a Dispute Resolution Specialist, you'll be at the forefront of complaint resolution, helping consumers and financial firms work towards fair outcomes. You'll:

To be successful in this role, you'll have

In return, you'll receive structured training, ongoing coaching and the support you need to build your dispute resolution expertise and succeed in the role.

Responsibilities

Review and assess complaints.; Speak directly with consumers and financial firms to understand concerns and gather information.; Facilitate discussions and negotiations to support early resolution.; Manage key early case activities, including initial contact, information exchange and negotiation.; Apply AFCA's complaint resolution framework to progress complaints efficiently and fairly.; Work across a diverse range of matters spanning banking, insurance and superannuation.

Requirements

Excellent verbal and written communication skills, with the ability to build rapport and navigate challenging conversations.; A customer-focused, resolution-driven approach and strong stakeholder management skills.; The ability to manage multiple priorities and maintain momentum across a busy caseload.; Resilience, empathy and sound judgement when dealing with complex issues.; Experience in complaint handling, dispute resolution, customer service, financial services or a similar environment.; Confidence learning new systems, processes and subject matter, with the ability to quickly get up to speed.; The ability to work both independently and as part of a supportive team.