Job Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

We have fantastic opportunities for passionate Senior Dispute Resolution Specialists to be part of an exciting project-based role within our Investments and Advice team.

We’re looking for candidates who will commit to the full duration of the 24 month project. As we expand our team to deliver a significant body of work, your dedication and expertise will be key to our success.

This is a fantastic opportunity to contribute to several firm response initiatives, helping to ensure financial fairness and deliver meaningful outcomes for the community.

Key Responsibilities

• Review complex 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, investigate further where necessary, and produce clear written communications in plain English.
• Apply a sound understanding of financial planning along with the AFCA complaint resolution criteria, including relevant legal principles, industry codes, best practices, and previous AFCA decisions, to resolve financial complaints fairly and efficiently.

• Commitment & Requirements

• This role requires full commitment for the duration of the project, please do not apply if you are unable to see the project through to completion.
• Financial Planning experience
• Dispute resolution experience is desirable.
• Ability to thrive in a fast-paced, high-volume work environment.

• Join us in this impactful project and be part of a dedicated team driving fair financial outcomes!

Qualifications

To be successful in this role, you will need:

• Demonstrated knowledge or experience in financial planning
• Demonstrated experience in the financial services industry, preferably investments or in legal services
• Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
• Strong verbal and written communication skills to break down complex information
• Excellent organisational skills that enable you to work across multiple activities ensuring matters are progressing
• Resilience and empathy to have difficult conversations

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.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t 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 Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t 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.

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 634,000 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.