Senior Dispute Resolution Specialist - Investment and Advice - 24 month fix at Australian Financial Complaints Authority

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dispute Resolution, Financial Complaint Handling, Legal Analysis, Investment Knowledge, Cryptocurrency Expertise, Regulatory Compliance, Investigation, Written Communication, Stakeholder Management, Empathy, Resilience, Case Management

Industry

Financial Services

Description

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 Senior Dispute Resolution Specialists to help drive financial fairness in our Investments and Advice team, including the rapidly evolving cryptocurrency space on a 24 month contract. As a Senior Dispute Resolution Specialist, you will 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. 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 and investigate where further information is required from complainants and third parties and produce written decisions in plain English Under our Investment and Advice jurisdiction, we consider a range of complaints relating to Investments and financial advice matters we consider cover a range of products including: Derivatives and hedging Managed investments Securities Self Managed Super Fund Crypto currency Qualifications To be successful in this role, you will need: Legal or litigation experience is highly regarded, particularly in navigating complex regulatory environments and resolving financial disputes. Experience in the the Investments and Advice sector, with a strong understanding of both traditional and emerging financial products, including cryptocurrency. Demonstrated understanding of complaints / dispute resolution processes and a strong resolution mindset Proven ability to manage and resolve complex disputes, ensuring compliance with relevant legislation and industry standards. A proactive approach to staying informed about industry developments and regulatory changes. 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 for a variety of stakeholders and create confidence with customers Excellent organisational skills that enable you to work across multiple activities ensuring matters are progressing Resilience and empathy to have difficult conversations with the focus to resolve complaints for customers and their financial firms in a timely manner Additional Information 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. 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.

Responsibilities

Resolve complex financial complaints from consumers and small businesses regarding investments and advice, including cryptocurrency. Investigate issues, gather evidence, and produce written decisions based on legal principles and industry codes.