Senior Dispute Resolution Specialist

Senior Dispute Resolution Specialist – Superannuation Australian Financial Complaints Authority Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world‑class, independent complaints resolution for Australians. As a not‑for‑profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. Company Description Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world‑class, independent complaints resolution for Australians. As a not‑for‑profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. Job Description We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Superannuation team. We are seeking Senior Dispute Resolution Specialists to join our team, bringing proven expertise in managing complex cases with precision and professionalism and demonstrated ability to think outside the box to solve an operational challenge. The ideal candidate will have a proven track record of successful participation in department projects, collaborating effectively with diverse teams and a history of delivering high‑quality results on time. This role demands a strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy. If you are passionate about driving outcomes that balance resolution excellence with organisational objectives, this is your opportunity to lead impactful change. Responsibilities Review complaints from consumers and small businesses that have not been resolved directly with the financial firm Work with customers to gather information and understand the core issues Determine key issues and investigate where further information is required from complainants and third parties and produce written decisions in plain English Utilise alternative dispute resolution methods to help parties resolve complaints by negotiation Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decisions to resolve financial complaints fairly and efficiently Qualifications Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset A strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy Ability to investigate and identify complex complaints and the information we need to form a view Strong verbal and written communication skills to break down complex information and communicate it in plain English to a variety of stakeholders Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner A highly responsive approach to your work Ability to work autonomously and as part of a close and supporting team An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility. Superannuation Products Include The Following superannuation annuities corporate, industry and retail super funds self‑managed super funds (handled under our investments and advice jurisdiction) approved deposit funds some public sector schemes small funds retirement savings accounts Additional Information BOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements. Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. Employer of Choice Public Sector and NFP – Australian HR Awards 2023 Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work‑life balance and inclusivity. Hybrid working – Flexible arrangements with state‑of‑the‑art offices designed for collaboration and wellbeing. Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. Financial benefits – Not‑for‑profit salary packaging to boost take‑home pay. Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. To Apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at AFCA is a 2025 Circle Back Initiative Employer – we are committed to responding to every applicant. Seniority level Mid‑Senior level Employment type Full‑time Job function Finance Location: Melbourne, Victoria, Australia #J-18808-Ljbffr