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 career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Superannuation team

About the role:

As a Senior Dispute Resolution Specialist, you will manage complex and sensitive complaints, playing a key role in delivering fair, timely and high‑quality outcomes. You’ll use strong conciliation, mediation and negotiation skills to resolve matters, often involving multiple issues and stakeholders.

This role requires the confidence to lead conversations with complainants and financial firms, translate discussions into clear, well‑reasoned written outcomes, and apply sound judgement to complex scenarios.

Key responsibilities

• Manage end-to-end resolution of complex superannuation complaints
• Conduct effective conciliation/mediation discussions, primarily via phone
• Analyse information, identify core issues and determine fair outcomes
• Gather and assess evidence from complainants, firms and third parties
• Prepare clear, concise written assessments and decisions
• Apply relevant legislation, industry codes, AFCA Rules and fairness principles
• Contribute to continuous improvement and broader operational initiatives

Qualifications

About you

To be successful in this role, you will have:

• Demonstrated experience in complaint handling or alternative dispute resolution, with a strong resolution mindset
• Proven ability to investigate complex matters, identify key issues and determine what information is required to form a sound view
• Excellent communication skills, with confidence in leading difficult phone conversations and the ability to translate outcomes into clear, plain English written decisions
• Strong conciliation and mediation capability, with a focus on achieving fair and timely outcomes
• Highly developed analytical and critical thinking skills
• Strong organisational skills, with the ability to manage multiple matters simultaneously and keep work progressing
• Resilience and empathy when dealing with sensitive or challenging situations
• A proactive, responsive and outcomes-focused approach
• Ability to work both autonomously and collaboratively within a supportive team
• A strategic mindset, contributing to continuous improvement and alignment with operational delivery goals

We welcome candidates with experience in:

• Superannuation disputes or trustee decision-making, including death benefit distributions
• Life insurance, particularly group life claims handling or complaints
• Legal, regulatory or dispute resolution environments
• Financial services complaints or investigations‌
• Insurance and allied health professionals with background in interpreting volumes of medical reports easily

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.