Dispute Resolution Specialist

Description:

Joining AFCA means joining an organisation of passionate and intelligent people committed to fairness and driving positive change in the financial sector. We live a people for purpose culture that is human centred, empowers our people, is inclusive and is driven by ideas to continually improve.

You will work in a professional environment and have clarity over the tasks and duties that need to be performed and an excellent induction plan and ongoing support to succeed. You will deliver high-quality services and work efficiently, with confidence and competence.

We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Banking and Finance team.

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
• 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