Dispute Resolution Specialist - Financial Difficulty

About the role

AFCA, the Australian Financial Complaints Authority, is looking for Dispute Resolution Specialists for its Financial Difficulty team in Sydney. You will play a central role in considering and resolving complaints, helping to deliver fair outcomes for people facing financial hardship.

Key responsibilities

• Manage standard complaints autonomously and handle complex matters as required, delivering effective and timely resolutions
• Identify and investigate key issues and produce preliminary assessments and determinations in plain English
• Use negotiation experience to run telephone conciliation conferences and communicate with the parties to a complaint
• Investigate disputes and develop preliminary assessments in line with AFCA's approach and relevant legislation
• Work collaboratively in a team on service delivery, customer experience and continuous improvement
• Help customers in vulnerable circumstances reach an outcome using strong communication and interpersonal skills

Required profile

• Tertiary qualification and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community or ombudsman environments
• Strong understanding of financial difficulty and customer vulnerability issues
• Ability to assess financial difficulty matters objectively and make fair, accountable, well-reasoned decisions
• Ability to draft clear, logical written outcomes and explain complex financial information in plain English
• Ability to engage with complainants, financial firms and their representatives to facilitate resolution

Required skills

• Analytical, judgement and critical thinking skills
• Strong interpersonal and communication skills, able to build trust and manage sensitive conversations
• Problem-solving and decision-making, with a commitment to fair complaint resolution

What we offer

• Hybrid working with two days a week in the offices
• Flexible work options and thoughtful benefits
• Inclusive leave options and a Gold AWEI Accredited workplace

To apply, submit a current resume and a cover letter explaining your suitability; applications are welcomed even if not every criterion is met.