Senior Dispute Resolution Specialist

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

We have fantastic opportunities for passionate Senior Dispute Resolution Specialists to be part of an exciting project-based role within our Investments and Advice team.

We're looking for candidates who are available to start in mid-September or October and can commit to the full duration of the project. As we expand our team to deliver a significant body of work, your dedication and expertise will be key to our success.

This is a fantastic opportunity to contribute to several firm response initiatives, helping to ensure financial fairness and deliver meaningful outcomes for the community.

Key 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.

Join us in this impactful project and be part of a dedicated team driving fair financial outcomes

Qualifications

To be successful in this role, you will need:

• 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

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

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.