About the Job

Our client is a leading digital payments business seeking a Dispute Resolutions Specialist to investigate, manage and resolve complex customer and merchant disputes across Australia and New Zealand. This is a hands-on customer resolution role ideal for someone who enjoys problem-solving, critical thinking, case investigation, and working within structured IDR/EDR processes to deliver fair, timely and well-documented outcomes. You’ll manage escalated complaints, prepare formal responses for AFCA/FDRS, analyse dispute trends, and support the Customer Service team with high-complexity cases.

This is a fixed term contract for 12 months based in Melbourne Victoria.

The Opportunity

You’ll be responsible for:

- Investigating escalated disputes and resolving complex customer and merchant complaints
- Supporting frontline CS teams when first and second-level agents cannot resolve issues
- Preparing IDR responses that clearly outline findings, evidence and outcomes
- Drafting EDR submissions for AFCA, FDRS and other external bodies
- Analysing complaint data to identify trends and recommend process improvements
- Reporting on dispute volumes, categories and insights for internal stakeholders
- Managing multiple cases simultaneously with accuracy and solid documentation




- Ensuring fair customer outcomes aligned with regulatory and business requirements

About You

You’ll likely bring:

- Proven experience in customer service + complaints handling
- Strong conflict resolution and problem-solving abilities
- A critical thinker with a customer-fairness mindset
- Experience preparing formal dispute responses for external bodies
- Ability to draft clear, logical and comprehensive findings
- Strong attention to detail and ability to work under time constraints
- Understanding of AU/NZ regulatory frameworks
- Experience with AFCA/FDRS or similar external dispute resolution processes
- Ability to manage multiple high-complexity cases at once

Why Join?

- Work within a high-growth digital payments platform
- Own the end-to-end dispute lifecycle for escalated cases
- Direct impact on customer fairness, compliance and operational quality
- Hybrid working 2-3 days in the Melbourne office
- Great opportunity to deepen experience in regulated dispute resolution

Ready to take ownership of complex disputes and help deliver fair, transparent outcomes for customers and merchants? For a confidential discussion, contact Michael Hammond at .

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📌 Dispute Resolution Specialist (Melbourne)
🏢 Salt Digital Recruitment
📍 Melbourne