Dispute Resolution Specialist

At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm.

As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That's what AFCA does.

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.

About you

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.  

What's on offer 

• BOSS Best Places to Work placing at number one in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements. 
• Culture - At AFCA we live and breathe our Diversion, Inclusion and Belonging Strategy - a place where you can bring your TRUE self
• A permanent, full-time or part time and secure role in a for-purpose organisation committed to helping the community
• Work-life balance and flexibility so you can work in a way that best suits you and your family
• Hybrid working from home and our conveniently located CBD offices in Melbourne and Sydney, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing
• Progressive, flexible, and inclusive leave entitlements, including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave, and paid time off over Christmas. Plus, study leave to support your professional development
• Competitive remuneration in addition to salary packaging and novated leasing options
• Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy
• Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations, and introductory legal advice.
• Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

Please note: Roles will be advertised internally for a minimum of 10 working days to give all employees a fair opportunity to submit their best possible application. After the 10 days internal advertising period, applications will remain open until we have a suitable shortlist. Please reach out to your recruitment partner with any questions.