Senior Dispute Resolution Specialist - Superannuation

Were looking for experienced Senior Dispute Resolution Specialists to join our Superannuation team and help deliver fair financial outcomes.

As a Senior Dispute Resolution Specialist youll manage complex complaints with precision professionalism and strategic insight. Youll use your expertise in negotiation conciliation and case investigation to resolve disputes efficiently and fairly applying relevant legislation codes and AFCAs Fairness Jurisdiction.

In this role you will play a central role in how we consider and resolve complaints. You will:

• Review 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
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• 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
• Prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement.
• Lead the resolution of challenging complaints involving multiple issues.
• Contribute to operational improvements and align practices with broader strategy.
• Collaborate across teams and support project delivery.

Under our superannuation jurisdiction we consider a range of complaints relating to decisions and the conduct of superannuation trustees insurers and other decision makers in relation to regulated superannuation funds approved deposit funds superannuation annuities and retirement savings accounts.

Superannuation products include the following:

• superannuation annuities
• corporate industry and retail super funds
• selfmanaged super funds (handled under our investments and advice jurisdiction)
• approved deposit funds
• some public sector schemes
• small funds
• retirement savings account

If youre passionate about financial fairness and thrive in a collaborative highimpact environment wed love to hear from you!

Qualifications :

To be successful in this role you will have:

• Demonstrated experience in the superannuation industry or a legal background with a strong understanding of complaint handling and alternative dispute resolution processes.
• A strategic mindset as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy
• Ability to investigate and identify complex complaints and the information we need to form a view
• Strong verbal and written communication skills to break down complex information and communicate it in Plain English to a variety of stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner
• A highly responsive approach to your work
• 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 :

• 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 worklife balance and inclusivity.
• Hybrid working Flexible arrangements with stateoftheart offices designed for collaboration and wellbeing.
• Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
• Financial benefits Notforprofit salary packaging to boost takehome pay.
• Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven 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

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

Remote Work :

No

Employment Type :

Fulltime