Job Description

The Senior Dispute Resolution Specialist (SDRS) investigates and resolves the more complex scam complaints, including those involving several regulated entities, dual jurisdiction or novel scam methods. The role builds a clear strategy for each complaint and reaches fair outcomes through negotiation, conciliation, a well-reasoned preliminary assessment or a decision-ready brief so a decision maker can determine the complaint efficiently.

Through a trauma-informed, human-centred approach, the SDRS supports consumers through complex and often lengthy complaints, and helps colleagues do the same through mentoring, case discussion and quality review.

What you'll be doing:

Consumer engagement & support:

- See the person behind every complaint and provide a caring, trauma-informed and human-centred experience, including through complex and lengthy matters.
- Keep consumers informed with regular, plain-language updates, explain partial outcomes and complex material simply, and set realistic expectations.
- Recognise consumer distress, safety concerns and participation barriers in accessing our service, making reasonable adjustments and involving Participation Support or escalating when required.
- Build on what consumers have already told AFCA, prepare them before difficult conversations or outcomes, and offer choice in how they take part, to minimise repetition and re-traumatisation.
- Model this approach for colleagues and help them prepare for their most difficult conversations.

Investigation & resolution of complex complaints:

- Manage a caseload of complex scam complaints, owning investigation, progression and resolution within delegation.
- Develop a whole-complaint strategy that sets out what can progress independently for each entity,



what depends on shared findings and how a partial settlement affects the remaining dispute.
- Reconstruct the scam and transaction chronology and critically assess information from all parties, testing gaps, inconsistencies and competing accounts.
- Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.
- Seek advice from Senior Dispute Resolution Technical Leads, Legal, Jurisdiction and IIU, review jurisdiction and the entities involved as new information emerges, and make sure any material relied on is shared through a fair process.
- Lead negotiations and conciliations in complex matters, recording explicit terms for each entity and what remains unresolved.
- Prepare well-reasoned preliminary or merits assessments within delegation, and decision-ready briefs for complaints that can go straight to a decision maker, giving the parties a fair opportunity to respond.

Capability, insights & information management:

- Mentor Dispute Resolution Specialists, contribute to quality review within delegation and share knowledge through case discussion.
- Share what complex complaints reveal about emerging scam methods and entity conduct with IIU, SARM and colleagues, and refer potential systemic issues, reportable matters and service complaints.
- Record clear findings about each entity’s conduct and where SPF obligations were or were not met.
- Record complaint information, findings and data accurately, consistently and on time, and manage sensitive information in line with confidentiality, privacy and access requirements.
- Escalate matters requiring specialist advice, senior review or an authorised decision maker, who makes any binding determination.

Perform other duties reasonably expected of this role.

📌 Senior Dispute Resolution Specialist, Scams (Melbourne)
🏢 AFCA
📍 Melbourne