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 strong documentation




Ensuring fair customer outcomes aligned with regulatory and business requirements
About You
You'll likely bring:
Proven experience in customer service + complaints handling
Solid 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