Australian Financial Complaints Authority – Melbourne VIC

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

Company Description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

Job Description

About the role

As a Dispute Resolution Specialist, you will investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and the transactions involved, assess each regulated entity’s conduct against its obligations, and reach fair, timely outcomes through negotiation, conciliation or a well-reasoned preliminary assessment. You will keep ownership of each complaint until it resolves or a decision maker accepts it.

Consumer engagement and support

- See the person behind every complaint and provide a caring,



trauma-informed and human-centred experience for as long as the complaint is open.
- Keep consumers informed with regular, plain-language updates, explain complex material such as transaction records simply, and set realistic expectations about the process and possible outcomes.
- 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.

Investigation and resolution

- Manage a caseload of scam complaints involving one or more regulated entities, owning investigation, progression and resolution within delegation.
- Reconstruct the scam and transaction chronology, identify the issues in dispute and plan proportionate enquiries.
- Obtain and critically assess information from the 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.
- Resolve complaints through negotiation and conciliation where possible, recording transparent terms for each entity and what remains unresolved.&l;

📌 Dispute Resolution Specialist, Scams (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne