Senior Dispute Resolution Specialist - Banking and Finance
Full-Time
No salary listed
Senior
Sydney NSW, Australia
Hybrid
About the job
Requirements
Considerable experience in the financial services industry, preferably within banking and finance, legal, or compliance-focused roles.
Comprehensive understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset.
Ability to identify complaint issues and investigate complex complaints.
Highly developed written communication and quality assurance expertise, with demonstrated experience communicating complex information in Plain English and reviewing draft letters to identify opportunities for improvement.
Excellent organisational skills to manage multiple complaints and activities simultaneously and ensure matters progress according to their priority.
Experience coaching and mentoring team members and providing constructive, actionable feedback to support continuous improvement.
Resilience and empathy to have difficult conversations focused on resolving complaints for consumers and financial firms in a timely manner.
A proactive approach to work and the ability to work autonomously and as part of a close, supportive team.
Responsibilities
Review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm.
Work with customers to understand complaint issues and gather relevant information.
Apply AFCA complaint resolution criteria, including relevant legal principles, applicable industry codes or guidance, good industry practice, and previous AFCA decisions, to resolve financial complaints fairly and efficiently.
Use alternative dispute resolution methods, including conciliation, to help parties resolve complaints through negotiation.
Investigate complaints that cannot be resolved by negotiation and produce well-reasoned, fair preliminary assessments in Plain English.
Complete quality assurance activities by reviewing written communications, assessments, and correspondence and providing constructive feedback to improve clarity, structure, reasoning, and Plain English standards across the team.
Mentor and coach team members on case management activities, resolution techniques, investigation, and analytical tasks.
Manage a caseload of active complaints involving banking and finance products, including disputed transactions and scams, responsible and appropriate lending, misleading and unconscionable conduct, financial difficulty, charges such as interest and fees, and privacy and confidentiality issues including credit reporting.
Desired Qualifications
Experience in banking and finance, legal, or compliance-focused roles.
AFCA's Senior Dispute Resolution Specialists play a central role in how we consider and resolve complex and difficult complaints, often with multiple issues. In this role, you will utilise experience in negotiation, conciliation and case investigation to resolve financial complaints fairly and efficiently, applying relevant codes, industry guidelines, legislation, common law and AFCA's Fairness Jurisdiction.
Working as part of a team, Senior Dispute Resolution Specialists review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm, and impartially negotiate fair outcomes where possible.
Where a complaint cannot be resolved by agreement, a Senior Dispute Resolution Specialist investigate complaints to prepare and provide a verbal or written assessment of the issues and recommended outcome.
The Senior Dispute Resolution role also has a strong focus on mentoring and quality. Beyond managing a caseload of active complaints, Senior Dispute Resolution Specialists are a trusted reviewer and coach for colleagues, helping to sharpen their investigation approach, increase capability and technical knowledge and lifting the standard of written and verbal communication.
As a Senior Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:
Review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm
Work with customers to understand the issues in the complaint and gather relevant information
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
Use alternative dispute resolution methods, including conciliation, to help parties resolve complaints by negotiation
Conduct a thorough investigation of complaints that cannot be resolved by negotiation, using your strong analytical and critical thinking skills to produce well-reasoned and fair preliminary assessments in Plain English
Complete quality assurance activities, reviewing written communication, assessments and correspondence to providing constructive feedback that lifts clarity, structure, reasoning and Plain English standards across the team
Support the overall capability and confidence of the team by mentoring and coaching team members on case management activities, resolution techniques, and investigation and analytical tasks.
Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints across all banking and finance products. Some of the issues commonly investigated include:
Disputed transactions and scams
Responsible and Appropriate lending
Misleading and unconscionable conduct
Financial difficulty
Charges including interest and fees
Privacy and confidentiality, including Credit Reporting
Qualifications
To be successful in this role, you will have:
Considerable experience in the financial services industry, preferably within Banking & Finance, legal, or compliance focused roles
Comprehensive understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
Ability to identify complaint issues and investigate complex complaints
Highly developed written communication and quality assurance expertise, with demonstrated experience communicating complex information in Plain English and reviewing draft letters to identify opportunities for improvement
Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing appropriately for their priority
Experience coaching and mentoring team members, and providing constructive, actionable feedback to support continuous improvement
Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner
A highly proactive approach to your work and the ability to work autonomously and as part of a close and supporting team
An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.
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.