Complaints Investigation Specialist - Financial Services

About the role

A growing financial services team in Melbourne is looking for an objective, analytical Complaints Investigation Specialist. You will investigate and resolve complaints between consumers and service providers across streams such as banking and financial services, handling standard dispute portfolios and reaching practical, balanced outcomes without formal legal proceedings. The rate is $40.34 per hour plus superannuation.

Key responsibilities

• Investigate complaints by reviewing submissions, clarifying outcome expectations and examining case documentation to identify core issues and remedies.
• Facilitate resolutions through structured negotiation and conciliation discussions between parties to reach mutually agreed settlements.
• Draft clear, logical and well-reasoned findings, outcome letters and dispute assessments.
• Base findings on legal principles, procedural fairness, industry codes of practice and established precedents.
• Escalate critical findings, such as recurring systemic issues or serious non-compliance trends, to specialised oversight teams.

Required profile

• Tertiary qualification and/or 2-3+ years of experience in complaint resolution, financial services, legal, regulatory or government environments.
• Previous experience in dispute resolution or complaints is required.
• Ability to evaluate complex, conflicting evidence objectively and make balanced, defensible decisions.
• Strong negotiation, conciliation and de-escalation skills, with the ability to explain complex financial or legal concepts simply.
• Commitment to natural justice, procedural fairness and high-quality customer outcomes.

Work arrangement

• 6-month temporary assignment.
• 100% office-based for the first 6-8 weeks of initial training, then a hybrid model of 3 days in the office and 2 days working from home.

To apply, submit an application with an updated resume outlining relevant experience.