We have fantastic career opportunities for passionate Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.
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 complaint in 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 robust communication and interpersonal skills effectively to assist customers in vulnerable circumstances to work towards achieving outcome