Dispute Resolution Specialist – Financial Difficulty

About the role

AFCA is seeking passionate Dispute Resolution Specialists to join its Financial Difficulty team. You will help drive financial fairness by managing complaints and delivering timely, fair outcomes.

Key responsibilities

• Manage standard complaints autonomously and handle complex matters as required.
• Identify and investigate key issues, producing clear assessments and determinations in plain English.
• Conduct telephone conciliation conferences and communications with parties to resolve complaints efficiently.
• Collaborate with team members to meet performance goals around service delivery and continuous improvement.

Required profile

• Relevant tertiary qualifications or demonstrated experience in financial services, hardship, dispute resolution, legal, community or ombudsman environments.
• Ability to assess financial difficulty matters objectively, analyse complex information and develop practical outcomes.
• Strong analytical, judgement and critical‑thinking skills, with a focus on fairness and customer‑centred service.

Required skills

• Negotiation and conciliation techniques.
• Clear written communication – drafting outcomes in plain English.
• Interpersonal skills for engaging complainants, financial firms and representatives.

What we offer

• Hybrid working – two days a week in modern offices.
• Inclusive leave options including flexible public holidays, gender affirmation leave and women’s health leave.
• Accreditations for LGBTQ+ inclusion and family‑friendly workplace.