Dispute Resolution Specialist, Scams

About the role

AFCA is building the Australian Scams Ombudsman team and is recruiting Dispute Resolution Specialists to investigate and resolve scam complaints under the Scams Prevention Framework. The scheme is being established now, with roles commencing at the end of January 2027. The specialist keeps ownership of each complaint until it resolves or a decision maker accepts it.

Key responsibilities

• Provide a caring, trauma-informed, human-centred experience, keeping consumers informed with plain-language updates and making reasonable adjustments
• Manage a caseload of scam complaints, reconstruct the scam and transaction chronology, and plan proportionate enquiries
• Assess each regulated entity's conduct against its obligations, the sector code, AFCA Rules and guidance, seeking advice from technical leads, legal, jurisdiction and IIU teams
• Resolve complaints through negotiation and conciliation where possible, and prepare well-reasoned preliminary or merits assessments within delegation
• Identify and refer potential systemic issues and reportable matters, record findings and data accurately, and escalate matters needing specialist advice or a decision maker

Required profile

• Experience in dispute resolution, complaint assessment or regulatory work applying complex legislative or regulatory frameworks
• Understanding of multi-party complaints and scam typologies across banking, telecommunications or digital platforms, or the ability to build it quickly
• Strong organisation and attention to detail across a varied caseload

Required skills

• Investigative and analytical skills, weighing competing accounts
• Clear writing and negotiation and conciliation skills
• Proficiency with case management systems and 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 and thoughtful benefits
• Inclusive leave options and a Gold AWEI Accredited LGBTQ+ workplace