Dispute Resolution Specialist - Financial Difficulty

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.

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Be able to handle complaints streamed as Standard with autonomy (as well as some Complex complaints as needed) in an effective and timely manner.
• identify and investigate key issues and produce preliminary assessments and determinations in Plain English
• Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaint in attempt to resolve complaints fairly and efficiently
• Investigate issued in dispute and form preliminary assessment in alignment with AFCA’s approach and relevant laws
• Demonstrates values and behaviours in the LCF. 
• Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement.
• Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

• Relevant tertiary qualifications and/or minimum of 1-3 years in the financial, legal, community, government or alternative complaint resolution sectors
• Excellent logical, open, analytical and lateral thinking skills.
• Ability to make accountable and logical decisions, breaking down complex information, including complex legal and financial documents and concepts, so that it may be understood by various stakeholders.
• Demonstrated skills in analysing and investigating issues to identify what is relevant, identify any gaps and come to a conclusion based on the facts.
• Ability to conduct conciliations and/or negotiating solutions that meet community standards.
• Excellent time management and prioritisation skills, often moving between multiple activities by understanding what is needed to keep each matter progressing and organising others who need to be involved
• Strong interpersonal skills and excellent oral and written communication skills.
• Ability to communicate effectively to create confidence with someone (often in distress) and being able to identify appropriate times to work to a resolution, explaining not only an outcome, but why it was reached
• Working with Empathy to detect underlying concerns, interests or emotions that lie behind what is being said and done. Presents as genuine and sincere when dealing with others. Projects an objective view of another’s positions. Uses understanding of individuals to get the best outcomes

What's on offer 

• BOSS Best Places to Work 2024 - placing at number one in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements. 
• Culture - At AFCA, we live and breathe our Diversion, Inclusion and Belonging Strategy - a place where you can bring your TRUE self!
• A permanent, full-time or part time and secure role in a for-purpose organisation committed to helping the community
• Work-life balance and flexibility so you can work in a way that best suits you and your family
• Hybrid working from home and our conveniently located CBD offices in Melbourne and Sydney, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing
• Progressive, flexible, and inclusive leave entitlements, including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave, and paid time off over Christmas. Plus, study leave to support your professional development
• Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy
• Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations, and introductory legal advice.
• Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.