Dispute Resolution Specialist (6-Month Contract)

About the role

AFCA, the Australian Financial Complaints Authority, is hiring a Dispute Resolution Specialist on a 6-month contract in Melbourne. The role sits at the front line of complaint resolution, helping consumers and financial firms reach fair outcomes. It covers matters spanning banking, insurance and superannuation.

Key responsibilities

• Review and assess complaints.
• Speak directly with consumers and financial firms to understand their 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.

Required profile

• Experience in complaint handling, dispute resolution, customer service, financial services or a similar environment.
• Ability to learn new systems, processes and subject matter quickly and to get up to speed.
• Resilience, empathy and sound judgement when dealing with complex issues.
• Availability to commit to June 2027; the role is open to Working Holiday Visa holders.

Required skills

• Excellent verbal and written communication, with the ability to build rapport and handle challenging conversations.
• Customer-focused, resolution-driven approach and strong stakeholder management.
• Ability to manage multiple priorities and a busy caseload, working both independently and in a team.

What we offer

• Structured training, ongoing coaching and support to build dispute resolution expertise.
• Hybrid working with flexible arrangements, two days a week in the offices (initially 5 days in person during the training period).
• Inclusive leave options, including flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off after the year-end holiday period.
• A Gold AWEI Accredited workplace and an accredited Family Friendly Workplace.