Dispute Resolution Specialist - Scams

Job Description

About the role

As a Dispute Resolution Specialist, you will investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and the transactions involved, assess each regulated entity’s conduct against its obligations, and reach fair, timely outcomes through negotiation, conciliation or a well-reasoned preliminary assessment. You will keep ownership of each complaint until it resolves or a decision maker accepts it.

Consumer engagement and support:

• See the person behind every complaint and provide a caring, trauma-informed and human-centred experience for as long as the complaint is open.
• Keep consumers informed with regular, plain-language updates, explain complex material such as transaction records simply, and set realistic expectations about the process and possible outcomes.
• Recognise consumer distress, safety concerns and participation barriers in accessing our service, making reasonable adjustments and involving Participation Support or escalating when required.
• Build on what consumers have already told AFCA, prepare them before difficult conversations or outcomes, and offer choice in how they take part, to minimise repetition and re-traumatisation.

Investigation and resolution:

• Manage a caseload of scam complaints involving one or more regulated entities, owning investigation, progression and resolution within delegation.
• Reconstruct the scam and transaction chronology, identify the issues in dispute and plan proportionate enquiries.
• Obtain and critically assess information from the parties, testing gaps, inconsistencies and competing accounts.
• Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.
• Seek advice from Senior Dispute Resolution Technical Leads, Legal, Jurisdiction and IIU, review jurisdiction and the entities involved as new information emerges, and make sure any material relied on is shared through a fair process.
• Resolve complaints through negotiation and conciliation where possible, recording clear terms for each entity and what remains unresolved.
• Prepare and communicate well-reasoned preliminary or merits assessments within delegation, giving the parties a fair opportunity to respond and recording the steps taken.

Insights, risk and information management:

• Identify and refer potential systemic issues, reportable matters and service complaints.
• Record clear findings about each entity’s conduct and where SPF obligations were or were not met, to inform AFCA’s insight on scam prevention.
• Record complaint information, findings and data accurately, consistently and on time, and manage sensitive information in line with confidentiality, privacy and access requirements.

• Escalate matters requiring specialist advice, senior review or an authorised decision maker, who makes any binding determination.

Qualifications

What you'll bring 

• Relevant experience in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative or regulatory frameworks.
• Strong investigative and analytical skills, including the ability to weigh competing accounts and identify the issues that matter.
• Ability to write clear, well-reasoned outcomes and explain complex financial and technical information in plain English.
• Negotiation and conciliation skills, with a focus on practical and fair outcomes.
• Excellent trauma-informed communication, with the ability to build trust and manage sensitive conversations with empathy and clarity.
• Understanding of multi-party complaints and scam typologies across banking, telecommunications or digital platforms, or the ability to build it quickly.
• Strong organisation and attention to detail across a varied caseload.
• Proficiency with case management systems and careful handling of sensitive information, with openness to using approved technology and AI tools, applying critical judgement and staying accountable for the result.
• Curiosity and adaptability in a new scheme where processes will evolve.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with three 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.

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.