Fairness feels good. Make a real impact at AFCA where fairness drives every decision. We deliver world‑class, independent complaints resolution for Australians as a not‑for‑profit, progressive financial ombudsman, championing positive change. Our inclusive leadership values every voice and offers flexible work options, thoughtful perks and opportunities to deepen expertise in a diverse, caring culture.

Job Description

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, delivering fair, timely, and high‑quality outcomes. You’ll use strong conciliation, mediation and negotiation skills to resolve matters involving multiple issues and stakeholders, 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

- 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, focused on achieving fair and timely outcomes
- Highly developed analytical and critical thinking skills
- Strong organisational skills, able 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

Desired Experience

- 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





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 modern offices designed for collaboration and wellbeing
- 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 We believe fairness starts with people, so we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we appreciate 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.

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📌 Senior Dispute Resolution Specialist - Superannuation (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne