Role: Dispute Resolution Specialist

Location: Melbourne CBD (Hybrid: 3 days Office / 2 days WFH post-training)

Contract: 6 Months (View to Extend)

Rate: $40/hr + Super

Hours: Mon-Fri, 8:45 AM - 5:00 PM

Are you an experienced banking qualified or dispute resolution specialist looking to step away from product sales, high-pressure targets, and rigid KPIs?

We are seeking analytical, articulate, and objective individuals to join a national dispute resolution team based in Melbourne CBD. In this role, you will act as an impartial adjudicator-thoroughly investigating complex financial disputes, balancing conflicting evidence, and issuing written findings that deliver fair, transparent outcomes for both consumers and financial institutions.

Key Responsibilities

- Investigate Complex Disputes: Conduct end-to-end reviews of high-volume, multi-faceted cases involving retail lending, credit products, financial hardship, and high-value fraud/scams.
- Draft Formal Written Decisions: Author articulate, structured, and legally sound decision letters detailing case evidence, findings, and final determinations for everyday Australians and senior banking executives.
- Mediate & De-escalate: Lead challenging, emotionally charged phone conversations with complainants, bank representatives, and legal advocates with calm authority and empathy.
- Apply Fairness & Industry Standards:



Assess case facts against relevant banking codes, legislation, and industry standards to reach balanced, defensible conclusions.

Key Criteria

- Financial Services Expertise: Demonstrated experience within Dispute Resolution, Retail Banking, Credit Risk, Hardship, High-Value Fraud/Scams, or Banking Escalations.
- Exceptional Written Communication: Proven ability to synthesize complex financial data and write clear, objective, and well-reasoned formal correspondence.
- Advanced Conflict Resolution: Confident phone presence with strong mediation skills to navigate high-stakes, sensitive discussions calmly.
- Analytical Mindset: Exceptional critical-thinking skills with a track record of weighing conflicting evidence objectively under high caseload volumes.
- Must be available for an immediate start or within 1 weeks notice.

Training & Work Model

- Onboarding: Includes 6-8 weeks of comprehensive, full-time in-office training in Melbourne CBD.
- Hybrid Flexibility: Upon successful completion of training, transition into a flexible model (3 days in office / 2 days work-from-home).

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Dispute Resolution Specialist - Banking (Melbourne)
🏢 Randstad - Finance u0026 Accounting
📍 Melbourne