Australian Financial Complaints Authority – Melbourne VIC

Company Description Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description We have fantastic career opportunities for passionate

Dispute Resolution Specialists

to help drive financial fairness in our

Financial Difficultyteam.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:

Manage standard complaints autonomously, while also handling complex matters as required, delivering effective and timely resolutions

identify and investigate key issues and produce preliminary assessments and determinations in plain English





Use experience in negotiation to conduct telephone conciliation conferences and communications with the parties to a complaintin attempt to resolve complaints fairly and efficiently

Investigate disputes and develop preliminary assessments in line with AFCA's approach and relevant legislation

Demonstrates values and behaviours in the Leadership Capability Framework

Work collaboratively in a team to achieve own performance goals around service delivery, customer experience and continuous improvement

Have the ability to utilise strong communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome

Qualifications To be successful in this role, you will need:

Relevant tertiary qualifications and/or demonstrated experience in financial services, hardship or vulnerability, dispute resolution, legal, community, or ombudsman environments, with a strong understanding of financial difficulty and customer vulnerability issues

Ability to assess financial difficulty matters objectively and make fair, accountable, and well-reasoned decisions, including analysing complex information, identifying key issues, and developing practical outcomes that align with AFCA’s approach and community expectations

Ability to draft clear, logical, and well-supported written outcomes, and explain complex financial information, hardship circumstances, and relevant policies or processes in plain English

Ability to engage effectively with complainants, financial firms, and representatives to facilitate resolution of financial difficulty matters through negotiation, conciliation and outcome-focused communication

Excellent analytical,



judgement and critical thinking skills, with the ability to consider vulnerability, hardship, fairness and practical resolution options in complex matters

Strong interpersonal and communication skills, with the ability to build trust, manage sensitive conversations and communicate with empathy, clarity and professionalism across a range of stakeholders

Strong problem-solving and decision-making capability, with a demonstrated commitment to fair complaint resolution, customer-centred service, and achieving appropriate outcomes for people experiencing financial difficulty.

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 our modernoffices designed for collaboration and wellbeing.

Additional and inclusive leave options

– Adaptable public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

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.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

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📌 Dispute Resolution Specialist - Financial Difficulty (Port Phillip City)
🏢 Australian Financial Complaints Authority
📍 Port Phillip City