Job Description

Company Description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

Job Description

The Senior Dispute Resolution Specialist (SDRS) investigates and resolves the more complex scam complaints, including those involving several regulated entities, dual jurisdiction or novel scam methods. The role builds a clear strategy for each complaint and reaches fair outcomes through negotiation, conciliation, a well-reasoned preliminary assessment or a decision-ready brief so a decision maker can determine the complaint efficiently.

Through a trauma-informed, human-centred approach, the SDRS supports consumers through complex and often lengthy complaints, and helps colleagues do the same through mentoring, case discussion and quality review.

What you'll be doing:

Consumer engagement & support:

• See the person behind every complaint and provide a caring, trauma-informed and human-centred experience, including through complex and lengthy matters.
• Keep consumers informed with regular, plain-language updates, explain partial outcomes and complex material simply, and set realistic expectations.
• Recognise consumer distress, safety concerns and participation barriers in accessing our service, making reasonable adjustments and involving Participation Support or escalating when required.
• Build on what consumers have already told AFCA, prepare them before difficult conversations or outcomes, and offer choice in how they take part, to minimise repetition and re-traumatisation.
• Model this approach for colleagues and help them prepare for their most difficult conversations.

Investigation & resolution of complex complaints:

• Manage a caseload of complex scam complaints, owning investigation, progression and resolution within delegation.
• Develop a whole-complaint strategy that sets out what can progress independently for each entity, what depends on shared findings and how a partial settlement affects the remaining dispute.
• Reconstruct the scam and transaction chronology and critically assess information from all parties, testing gaps, inconsistencies and competing accounts.
• Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.
• Seek advice from Senior Dispute Resolution Technical Leads, Legal, Jurisdiction and IIU, review jurisdiction and the entities involved as new information emerges, and make sure any material relied on is shared through a fair process.
• Lead negotiations and conciliations in complex matters, recording clear terms for each entity and what remains unresolved.
• Prepare well-reasoned preliminary or merits assessments within delegation, and decision-ready briefs for complaints that can go straight to a decision maker, giving the parties a fair opportunity to respond.

Capability, insights & information management:

• Mentor Dispute Resolution Specialists, contribute to quality review within delegation and share knowledge through case discussion.
• Share what complex complaints reveal about emerging scam methods and entity conduct with IIU, SARM and colleagues, and refer potential systemic issues, reportable matters and service complaints.
• Record clear findings about each entity’s conduct and where SPF obligations were or were not met.
• Record complaint information, findings and data accurately, consistently and on time, and manage sensitive information in line with confidentiality, privacy and access requirements.
• Escalate matters requiring specialist advice, senior review or an authorised decision maker, who makes any binding determination.

Perform other duties reasonably expected of this role.

Qualifications

To be successful in this role you will need:

• Substantial experience, typically five years or more, in dispute resolution, complaint assessment, regulatory or comparable work applying complex legislative or regulatory frameworks.
• Advanced investigative and analytical skills, including assessing causation, loss and shared responsibility across several parties.
• Strong knowledge of scam typologies across banking, telecommunications or digital platforms.
• Experience leading negotiations and conciliations in complex, multi-party matters.
• Ability to write detailed, well-reasoned assessments and decision-ready briefs, and explain complex legal and technical concepts in plain English.
• Excellent trauma-informed communication, with the ability to manage highly sensitive conversations with empathy and clarity.
• A generous approach to mentoring and sharing knowledge.
• Proficiency with case management systems and careful handling of sensitive information, with openness to using approved technology and AI tools, applying critical judgement and helping colleagues do the same.

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 three 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.