Senior Specialist, External Dispute Resolution
Core
Manage complex escalated complaints and external dispute matters, ensuring fair and well-reasoned customer outcomes for Bank Australia.
Role type
Senior Specialist, External Dispute Resolution
Builds
AFCA complaints and independent reviews
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
complex complaint management, AFCA case handling, regulatory compliance, investigative analysis, evidence assessment, stakeholder management, risk identification, continuous improvement
Preferred skills
legal qualifications, legal practice experience, fraud and scams expertise, financial hardship resolution
Technologies
AFCA processes
Responsibilities
Manage portfolio of complex AFCA complaints and customer-requested independent reviews; Conduct detailed investigations and develop well-reasoned positions; Provide specialist advice on complex complaints including fraud, financial hardship, and payments; Act as trusted advisor and escalation point for leaders and frontline teams; Prepare high-quality responses and submissions for external parties; Identify emerging risks and systemic issues to enhance complaint management practices.
Seniority
Senior, hands-on IC