Dispute Resolution Specialist - Financial Difficulty

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AFCA seeks a Dispute Resolution Specialist for the Financial Difficulty team to deliver fair, independent complaints resolution through a not-for-profit ombudsman that values inclusion. The role involves autonomously handling Standard complaints (with some Complex matters), identifying core issues, producing clear determinations, and using negotiation to run conciliation conferences to achieve fair outcomes. You will need relevant qualifications or proven experience in financial services, hardship or dispute resolution, and the ability to assess financial difficulty objectively, draft plain English outcomes, and communicate with empathy to customers in vulnerable circumstances. Highlight concrete examples of objective decision making, collaboration and customer centred service in your application; note the hybrid work, inclusive leave options, and AFCA’s Circle Back commitment to respond to every applicant.

Company Description

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.

Job Description

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Be able to handle complaints streamed as Standard with autonomy (as well as some Complex complaints as needed) in an effective and timely manner.
• identify and investigate key issues and produce preliminary assessments and determinations in Plain English
• Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaint in attempt to resolve complaints fairly and efficiently
• Investigate issued in dispute and form preliminary assessment in alignment with AFCA’s approach and relevant laws
• Demonstrates values and behaviours in the LCF. 
• Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement.
• Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

Qualifications

• Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or Dispute Resolution environments, with a strong understanding of financial difficulty and customer vulnerability issues.
• Ability to assess financial difficulty matters objectively and make fair, accountable, and well-reasoned decisions, including analysing complex information, identifying key issues, and developing practical outcomes that align with AFCA’s approach and community expectations.
• Ability to draft clear, logical, and well-supported written outcomes, and explain complex financial information, hardship circumstances, and relevant policies or processes in plain English.
• Ability to engage effectively with complainants, financial firms, and representatives to facilitate resolution of financial difficulty matters through negotiation, conciliation and outcome-focused communication.
• Excellent analytical, judgement and critical thinking skills, with the ability to consider vulnerability, hardship, fairness and practical resolution options in complex matters.
• Strong interpersonal and communication skills, with the ability to build trust, manage sensitive conversations and communicate with empathy, clarity and professionalism across a range of stakeholders.
• Strong problem-solving and decision-making capability, with a demonstrated commitment to fair dispute resolution, customer-centred service, and achieving appropriate outcomes for people experiencing financial difficulty.

Additional Information

• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.