Dispute Resolution Specialist - Financial Difficulty

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.

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:

Responsibilities

Manage standard complaints autonomously, while also handling complex matters as required, delivering effective and timely resolutions; Identify and investigate key issues and produce preliminary assessments and determinations in plain English; Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaint in attempt to resolve complaints fairly and efficiently; Investigate disputes and develop preliminary assessments in line with AFCA's approach and relevant legislation; Demonstrates values and behaviours in the Leadership Capability Framework; Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement; Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

Requirements

Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or ombudsman environments, with a strong understanding of financial difficulty and customer vulnerability issues; Ability to assess financial difficulty matters objectively and make fair, accountable, and well-reasoned decisions, including analysing complex information, identifying key issues, and developing practical outcomes that align with AFCA’s approach and community expectations; Ability to draft clear, logical, and well-supported written outcomes, and explain complex financial information, hardship circumstances, and relevant policies or processes in plain English; Ability to engage effectively with complainants, financial firms, and representatives to facilitate resolution of financial difficulty matters through negotiation, conciliation and outcome-focused communication; Excellent analytical, judgement and critical thinking skills, with the ability to consider vulnerability, hardship, fairness and practical resolution options in complex matters; Strong interpersonal and communication skills, with the ability to build trust, manage sensitive conversations and communicate with empathy, clarity and professionalism across a range of stakeholders; Strong problem-solving and decision-making capability, with a demonstrated commitment to fair complaint resolution, customer-centred service, and achieving appropriate outcomes for people experiencing financial difficulty.