Dispute Resolution Specialist - Banking And Finance
Australian Financial Complaints Authority
Melbourne, Australia
On-site
Complaint handling processes
Alternative dispute resolution
Financial services industry experience
As a financial ombudsman, AFCA is a for-purpose organisation that provides a free service for individuals and small businesses, listening to and working with customers and their financial firms to find solutions to complaints
Job Summary
As a financial ombudsman, AFCA is a for-purpose organisation that provides a free service for individuals and small businesses, listening to and working with customers and their financial firms to find solutions to complaints.
Dispute Resolution Specialists handle complaints with various issues including disputed transactions, responsible lending, credit reporting, misleading conduct, financial hardship, and privacy.
AFCA is recognized for its culture, engagement, flexible working arrangements, inclusivity, and commitment to work-life balance, offering hybrid working and inclusive leave options.
Matching Summary
As a financial ombudsman, AFCA is a for-purpose organisation that provides a free service for individuals and small businesses, listening to and working with customers and their financial firms to find solutions to complaints.
Skills & Requirements
Must-have
Complaint handling processes
Alternative dispute resolution
Financial services industry experience
Investigate and identify issues
Verbal and written communication skills
Draft written communication in Plain English
Organizational skills
Work autonomously and as part of a team
Nice-to-have
Resolution mindset
Resilience and empathy
Willingness to have difficult conversations
Highly responsive approach
Microsoft Office Suite
Dynamics365
SharePoint
Key Requirements
Demonstrated understanding of complaint handling or alternative dispute resolution processes
Demonstrated experience in the financial services industry, preferably within banking, finance or legal services
Ability to work with Microsoft products including Office, Dynamics365 and SharePoint