Senior Dispute Resolution Specialist – Banking & Finance

About the role

AFCA is seeking a Senior Dispute Resolution Specialist to lead the handling of complex banking and finance complaints. You will use your expertise in negotiation, conciliation and case investigation to achieve fair outcomes for consumers and small businesses.

Key responsibilities

• Review and assess complex complaints that have not been resolved directly with financial firms.
• Apply relevant codes, industry guidelines, legislation and AFCA’s Fairness Jurisdiction to resolve issues.
• Use alternative dispute resolution methods, including conciliation, to negotiate settlements.
• Investigate complaints that cannot be settled by agreement and produce clear, plain‑English assessments and recommendations.
• Conduct quality assurance reviews of written communications and provide constructive feedback.
• Mentor and coach team members to improve investigation techniques and communication standards.

Required profile

• Considerable experience in the financial services sector, preferably banking, legal or compliance.
• Strong understanding of complaint handling and alternative dispute resolution processes.
• Excellent written communication skills with the ability to produce plain‑English assessments.
• Proven ability to manage multiple cases simultaneously and meet priority deadlines.
• Experience coaching and providing actionable feedback to colleagues.
• Resilience and empathy for handling difficult conversations.

Required skills

• Negotiation and conciliation techniques.
• Case investigation and analytical thinking.
• Quality assurance and written communication review.
• Mentoring and coaching abilities.