Dispute Resolution Specialist - 6 month contract

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.

As a Dispute Resolution Specialist, you'll be at the forefront of complaint resolution, helping consumers and financial firms work towards fair outcomes. You'll:

• Review and assess complaints.
• Speak directly with consumers and financial firms to understand concerns and gather information.
• Facilitate discussions and negotiations to support early resolution.
• Manage key early case activities, including initial contact, information exchange and negotiation.
• Apply AFCA's complaint resolution framework to progress complaints efficiently and fairly.
• Work across a diverse range of matters spanning banking, insurance and superannuation.

To be successful in this role, you'll have:

• Excellent verbal and written communication skills, with the ability to build rapport and navigate challenging conversations.
• A customer-focused, resolution-driven approach and strong stakeholder management skills.
• The ability to manage multiple priorities and maintain momentum across a busy caseload.
• Resilience, empathy and sound judgement when dealing with complex issues.
• Experience in complaint handling, dispute resolution, customer service, financial services or a similar environment.
• Confidence learning new systems, processes and subject matter, with the ability to quickly get up to speed.
• The ability to work both independently and as part of a supportive team.

In return, you'll receive structured training, ongoing coaching and the support you need to build your dispute resolution expertise and succeed in the role.

• Gold 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 (Please note - this role will initially require 5 days in person office attendance during the training period)
• 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.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

This role is available to working holiday Visa's - with full availibility and be able to commit to June 2027. 

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

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