Job Description We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Superannuation team. We are seeking Dispute Resolution Specialists to join our team, bringing proven expertise in managing complex cases with precision and professionalism and demonstrated ability to think outside the box to solve an operational challenge. The ideal candidate will have a proven track record of successful participation in department projects, collaborating effectively with diverse teams and a history of delivering high-quality results on time. This role demands a strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy. If you are passionate about driving outcomes that balance resolution excellence with organisational objectives, this is your opportunity to lead impactful change. AFCA's Dispute Resolution Specialists play a central role in how we consider and resolve complex and difficult complaints often with multiple issues. In this role, you will utilise experience in negotiation, conciliation and case work investigation to resolve financial complaints fairly and efficiently applying relevant codes, industry guidelines, legislation, common law and AFCA's Fairness Jurisdiction. Working as part of a team, Dispute Resolution Specialists review complaints from consumers and small businesses that have not been able to be resolved directly with the financial firm, and impartially negotiate fair outcomes where possible. Dispute Resolution Specialists also prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement. As a Dispute Resolution Specialist, 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 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 self-managed super funds (handled under our investments and advice jurisdiction) approved deposit funds some public sector schemes small funds retirement savings accounts
