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 Recent 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 We're looking for a customer‐focused dispute specialist with strong investigative skills, excellent written communication and confidence navigating regulated complaint processes.
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 **********.

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