Job Description We’re seeking a Senior Dispute Resolution Specialist with a strong background in credit management or credit lending to join our Banking & Finance team. In this role, you will investigate and resolve complex complaints, applying your technical expertise and sound judgment to deliver fair outcomes. You’ll work with financial firms and consumers to facilitate negotiations, conciliations, and, where necessary, provide merits-based decisions. This is an opportunity to make a real impact by ensuring fairness and integrity in the financial sector. Working as part of a team, Senior Dispute Resolution Specialists review more complex 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. Senior Dispute Resolution Specialists also prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement. As a Senior 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 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 Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English. Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints involving issues such as: Disputed transactions including scams Responsible lending Credit reporting Misleading and unconscionable conduct Financial hardship Charges including interest and fees Privacy and confidentiality Disclosure and instructions
