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Dispute Resolution Specialist - Investments / Financial Planning - 12-18 month Fixed Term contract image - Rise Careers
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Dispute Resolution Specialist - Investments / Financial Planning - 12-18 month Fixed Term contract

Company Description

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

Job Description

We have fantastic opportunities for passionate Senior Dispute Resolution Specialists to be part of an exciting project-based role within our Investments and Advice team.

This is a fixed-term project role. We are seeking applicants who are available to commence in late March/early April. As we scale up our workforce to tackle a single, large-scale body of work, we require dedicated professionals who can commit to the entire project duration.

This is a great opportunity to contribute to a significant firm response initiative, ensuring financial fairness and delivering meaningful outcomes.

    Key Responsibilities

    • Review complex 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, investigate further where necessary, and produce clear written communications in plain English.
    • Apply a sound understanding of financial planning along with the AFCA complaint resolution criteria, including relevant legal principles, industry codes, best practices, and previous AFCA decisions, to resolve financial complaints fairly and efficiently.

    Commitment & Requirements

    • This role requires full commitment for the duration of the project—please do not apply if you are unable to see the project through to completion.
    • Financial Planning experience
    • Dispute resolution experience is desirable.
    • Ability to thrive in a fast-paced, high-volume work environment.

    Join us in this impactful project and be part of a dedicated team driving fair financial outcomes!

    Qualifications

    To be successful in this role, you will need: 

    • Demonstrated knowledge or experience in financial planning
    • Demonstrated experience in the financial services industry, preferably investments or in legal services
    • Ability to investigate and identify gaps in information to seek appropriate information needed to form a view
    • Strong verbal and written communication skills to break down complex information
    • Excellent organisational skills that enable you to work across multiple activities ensuring matters are progressing
    • Resilience and empathy to have difficult conversations

    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.

    Life at AFCA

    Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

    To apply

    If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

    We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

    AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.  

    Average salary estimate

    $70000 / YEARLY (est.)
    min
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    $60000K
    $80000K

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    DATE POSTED
    March 5, 2025

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