Senior Dispute Resolution Specialist - Investments and Advice

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Investments and Advice team.

As a Senior Dispute Resolution Specialist, you will

• 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
• 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.

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

To be successful in this role, you will need: 

• Demonstrated knowledge or experience in handling a variety of financial products, including securities (shares), superannuation, and life insurance.
• Demonstrated understanding of complaints / dispute resolution processes and a strong resolution mindset
• Demonstrated experience in the financial services industry, preferably investments or in legal services
• 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

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.