Job Description
Company Description
As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
Job Description
As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:
Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
Work with consumers and financial firms to gather information and understand the core issues
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 decision to resolve financial complaints fairly and efficiently
Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.
Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints. Dispute Resolution Specialists handle complaints with various issues including:
Disputed transactions including scams
Responsible lending
Credit reporting
Misleading and unconscionable conduct
Financial hardship
Credit reporting including default listings and Repayment History Information
Charges including interest and fees
Privacy and confidentiality
Disclosure and instructions.
Qualifications
To be successful in this role, you will have:
Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
Demonstrated experience in the financial services industry, preferably within banking, finance or legal services
Ability to investigate and identify the issues and information we need to form a view
Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
Draft written communication in Plain English tailoring it to stakeholders
Excellent organizational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
A highly responsive approach to your work
Ability to work autonomously and as part of a close and supporting team
Ability to work with Microsoft products including Office, Dynamics365 and SharePoint.
An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.
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.
Life at AFCA
Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish!
To apply
If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, ****** orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
Job Description
As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:
Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
Work with consumers and financial firms to gather information and understand the core issues
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 decision to resolve financial complaints fairly and efficiently
Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.
Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints. Dispute Resolution Specialists handle complaints with various issues including:
Disputed transactions including scams
Responsible lending
Credit reporting
Misleading and unconscionable conduct
Financial hardship
Credit reporting including default listings and Repayment History Information
Charges including interest and fees
Privacy and confidentiality
Disclosure and instructions.
Qualifications
To be successful in this role, you will have:
Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
Demonstrated experience in the financial services industry, preferably within banking, finance or legal services
Ability to investigate and identify the issues and information we need to form a view
Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
Draft written communication in Plain English tailoring it to stakeholders
Excellent organizational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
A highly responsive approach to your work
Ability to work autonomously and as part of a close and supporting team
Ability to work with Microsoft products including Office, Dynamics365 and SharePoint.
An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.
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.
Life at AFCA
Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish!
To apply
If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, ****** orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
💡 Quick Summary
Seeking a career-building opportunity? The Dispute Resolution Specialist - Banking and Finance position is now open for candidates interested in the Back Office Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.