Senior Dispute Resolution Specialist, Scams

About the role

AFCA is preparing to become the Australian Scams Ombudsman from 31 March 2027, and is building the scheme from the start with roles commencing at the end of January 2027. The Senior Dispute Resolution Specialist (SDRS) investigates and resolves complex scam complaints, including those involving several regulated entities, dual jurisdiction or novel scam methods. The role builds a clear strategy for each complaint and reaches fair outcomes through negotiation, conciliation, a well-reasoned preliminary assessment or a decision-ready brief.

Key responsibilities

• Engage consumers with a trauma-informed, human-centred approach, keeping them informed with plain-language updates and making reasonable adjustments
• Manage a caseload of complex scam complaints, developing a whole-complaint strategy and reconstructing the scam and transaction chronology
• Assess each entity's conduct against its SPF obligations, the sector code, AFCA Rules and guidance, and seek advice from technical leads, Legal, Jurisdiction and IIU
• Lead negotiations and conciliations, and prepare preliminary or merits assessments and decision-ready briefs within delegation
• Mentor Dispute Resolution Specialists, contribute to quality review and share insights on emerging scam methods and entity conduct
• Record findings and complaint data accurately, escalate matters needing specialist advice or a decision maker, and handle sensitive information confidentially

Required profile

• Substantial experience, typically five years or more, in dispute resolution, complaint assessment or regulatory work applying complex frameworks
• Strong knowledge of scam typologies across banking, telecommunications or digital platforms
• Experience leading negotiations and conciliations in complex, multi-party matters
• Ability to write detailed, well-reasoned assessments and briefs and explain complex concepts in plain English
• Excellent trauma-informed communication and a generous approach to mentoring

Required skills

• Advanced investigative and analytical skills, including assessing causation, loss and shared responsibility
• Proficiency with case management systems and careful handling of sensitive information
• Openness to using approved technology and AI tools with critical judgement

What we offer

• Hybrid working with three days a week in the offices
• Flexible work options, additional and inclusive leave options, and a Gold AWEI Accredited LGBTQ+ workplace
• Accredited Family Friendly Workplace