Senior Dispute Resolution Specialist, Scams
Core
Investigate and resolve complex scam complaints involving multiple regulated entities, dual jurisdictions, or novel methods through negotiation, conciliation, and decision-ready briefs.
Role type
Senior Dispute Resolution Specialist (IC)
Builds
Fair outcomes for consumers and small businesses via the Australian Scams Ombudsman scheme
Domain
Financial services / Consumer protection / Scam prevention
Deliverable
client delivery
Required skills
Complex dispute resolution, Advanced investigation and analysis, Knowledge of scam typologies (banking, telecom, digital), Leading multi-party negotiations, Trauma-informed communication, Mentoring
Preferred skills
Case management systems proficiency, AI tool application
Responsibilities
Manage complex scam complaint caseloads, Reconstruct scam chronologies and assess entity conduct, Lead negotiations and conciliations, Prepare decision-ready briefs, Mentor junior specialists, Record findings and data accurately
