Dispute Resolution Specialist - Superannuation

AFCA is seeking passionate Dispute Resolution Specialists for its Superannuation team to manage complex complaints. The role involves utilizing negotiation, conciliation, and case investigation skills to resolve financial complaints fairly and efficiently, applying relevant codes, legislation, and AFCA's Fairness Jurisdiction. Specialists review complaints from consumers and small businesses, gather information, determine key issues, and prepare assessments or draft decisions, ensuring outcomes balance resolution excellence with organizational objectives.

Must Have

• Review complaints from consumers and small businesses
• Work with customers to gather information and understand the core issues
• Determine key issues and investigate where further information is required
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Apply a sound understanding of the AFCA complaint resolution criteria
• Proven expertise in managing complex cases with precision and professionalism
• Demonstrated ability to think outside the box to solve an operational challenge
• Proven track record of successful participation in department projects
• Collaborating effectively with diverse teams
• Delivering high-quality results on time
• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• A strategic mindset
• Ability to investigate and identify complex complaints
• Strong verbal and written communication skills
• Excellent organisational skills
• Resilience and empathy to have difficult conversations
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team

Perks & Benefits

• BOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.

Company Description

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 Superannuation team.

We are seeking Dispute Resolution Specialists to join our team, bringing proven expertise in managing complex cases with precision and professionalism and demonstrated ability to think outside the box to solve an operational challenge. The ideal candidate will have a proven track record of successful participation in department projects, collaborating effectively with diverse teams and a history of delivering high-quality results on time. This role demands a strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy. If you are passionate about driving outcomes that balance resolution excellence with organisational objectives, this is your opportunity to lead impactful change.

AFCA's Dispute Resolution Specialists play a central role in how we consider and resolve complex and difficult complaints often with multiple issues. In this role, you will utilise experience in negotiation, conciliation and case work investigation to resolve financial complaints fairly and efficiently applying relevant codes, industry guidelines, legislation, common law and AFCA's Fairness Jurisdiction.

Working as part of a team, Dispute Resolution Specialists review complaints from consumers and small businesses that have not been able to be resolved directly with the financial firm, and impartially negotiate fair outcomes where possible.

Dispute Resolution Specialists also prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement.

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

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with customers to gather information and understand the core issues
• Determine key issues and investigate where further information is required from complainants and third parties and produce written decisions in plain English
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently

Under our superannuation jurisdiction we consider a range of complaints relating to decisions and the conduct of superannuation trustees, insurers and other decision makers in relation to regulated superannuation funds, approved deposit funds, superannuation annuities and retirement savings accounts.

Superannuation products include the following:

• superannuation annuities
• corporate, industry and retail super funds
• self-managed super funds (handled under our investments and advice jurisdiction)
• approved deposit funds
• some public sector schemes
• small funds
• retirement savings accounts

Qualifications

To be successful in this role, you will have:

• Demonstrated understanding of complaint handling or alternative dispute resolution processes and a strong resolution mindset
• A strategic mindset, as you will play a key part in aligning dispute resolution practices with our broader Operational Delivery strategy
• Ability to investigate and identify complex complaints and the information we need to form a view
• Strong verbal and written communication skills to break down complex information and communicate it in Plain English to a variety of stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy to have difficult conversations with a focus on resolving complaints for consumers and financial firms in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team
• An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.

An opportunity to thrive in and help contribute to a culture that values fairness, efficiency, and accessibility.

Additional Information

Additional information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.