Senior Dispute Resolution Specialist, Scams
Core
Investigate and resolve complex scam complaints involving multiple regulated entities, dual jurisdictions, or novel methods by building strategies, negotiating, and preparing decision-ready briefs.
Role type
Senior Dispute Resolution Specialist (Scams)
Builds
Fair outcomes for consumers through negotiation, conciliation, and preliminary assessments
Domain
Financial services dispute resolution / Consumer protection
Required skills
Complex case investigation, Trauma-informed consumer engagement, Strategic complaint resolution, Chronology reconstruction, Regulatory compliance assessment (SPF obligations, sector codes), Negotiation and conciliation, Mentoring and quality review, Data recording and confidentiality management
Preferred skills
Experience with dual jurisdiction matters, Knowledge of emerging scam methods
Technologies
AFCA Rules, SPF obligations, Sector codes
Responsibilities
Manage caseload of complex scam complaints, Develop whole-complaint strategies, Reconstruct scam chronologies and assess information, Assess entity conduct against regulatory obligations, Lead negotiations and conciliations, Prepare decision-ready briefs, Mentor colleagues and share insights on emerging scam methods
