Dispute Resolution Specialist 6 month contract

As a Dispute Resolution Specialist youll be at the forefront of complaint resolution helping consumers and financial firms work towards fair outcomes. Youll:

• Review and assess complaints.
• Speak directly with consumers and financial firms to understand concerns and gather information.
• Facilitate discussions and negotiations to support early resolution.
• Manage key early case activities including initial contact information exchange and negotiation.
• Apply AFCAs complaint resolution framework to progress complaints efficiently and fairly.
• Work across a diverse range of matters spanning banking insurance and superannuation.

Qualifications :

To be successful in this role youll have:

• Excellent verbal and written communication skills with the ability to build rapport and navigate challenging conversations.
• A customer-focused resolution-driven approach and strong stakeholder management skills.
• The ability to manage multiple priorities and maintain momentum across a busy caseload.
• Resilience empathy and sound judgement when dealing with complex issues.
• Experience in complaint handling dispute resolution customer service financial services or a similar environment.
• Confidence learning new systems processes and subject matter with the ability to quickly get up to speed.
• The ability to work both independently and as part of a supportive team.

In return youll receive structured training ongoing coaching and the support you need to build your dispute resolution expertise and succeed in the role.

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 two days a week in our modern offices designed for collaboration and wellbeing (Please note - this role will initially require 5 days in person office attendance during the training period)
• Additional and inclusive leave options Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont 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

We believe fairness starts with people. Thats why we dont 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.

This role is available to working holiday Visas - with full availibility and be able to commit to June 2027. 

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 634000 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.

Remote Work :

No

Employment Type :

Full-time