Senior Dispute Resolution Specialist

3 weeks ago

Sydney, New South Wales, Australia Australian Financial Complaints Authority Full time
Overview

Join to apply for the Senior Dispute Resolution Specialist - Investments/Financial Planning 18-24 month Fixed Term contract role at Australian Financial Complaints Authority.

Responsibilities
  • Review complex 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, investigate further where necessary, and produce clear written communications in plain English.
  • Apply a sound understanding of financial planning along with the AFCA complaint resolution criteria, including relevant legal principles, industry codes, best practices, and previous AFCA decisions, to resolve financial complaints fairly and efficiently.
Commitment & Requirements
  • This role requires full commitment for the duration of the project; please do not apply if you are unable to see the project through to completion.
  • Financial Planning experience
  • Dispute resolution experience is desirable.
  • Ability to thrive in a fast-paced, high-volume work environment.
Qualifications
  • Demonstrated knowledge or experience in financial planning
  • Demonstrated experience in the financial services industry, preferably investments or in legal services
  • Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
  • Strong verbal and written communication skills to break down complex information
  • Excellent organisational skills that enable you to work across multiple activities ensuring matters are progressing
  • Resilience and empathy to have difficult conversations
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
  • Silver AWEI Accreditation 2025 – 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.
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

We value fairness, inclusion, and diversity and encourage applications from people of all backgrounds, abilities, and identities—even if you don't meet every criterion.

If you require any accessibility support, please contact the recruiter or email Careers@AFCA.org.au.

We offer flexible working arrangements and welcome discussions on different work options.

AFCA is a 2025 Circle Back Initiative Employer—we commit to responding to every applicant.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Consulting
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