Resolutions Specialist - External Dispute Resolution
Core
Support the assessment and resolution of escalated complaints, specifically those referred to external dispute resolution (AFCA), by researching complex superannuation and insurance issues and preparing evidence-based submissions.
Role type
Specialist external dispute resolution analyst
Builds
Evidence-based submissions and responses for members and the Australian Financial Complaints Authority (AFCA)
Domain
Financial services (superannuation and insurance) + Regulatory compliance
Deliverable
client delivery
Required skills
Critical thinking, research, written communication, evidence assessment, regulatory knowledge (ASIC RG 271), stakeholder collaboration
Preferred skills
Experience investigating complaints, knowledge of AFCA processes, understanding of superannuation/insurance regulations
Technologies
None stated
Responsibilities
Manage external dispute resolution matters referred to AFCA; Gather, review, and critically analyse information relevant to each dispute; Research legislation, regulatory guidance, fund rules, and supporting records; Draft clear, concise, and well-evidenced submissions and responses to members and AFCA; Work with internal teams to obtain information and progress actions; Manage complaints in line with the dispute resolution framework and ASIC Regulatory Guide 271; Communicate dispute outcomes and learnings to stakeholders; Contribute to reporting and analysis to identify trends and risks; Provide technical support on escalated superannuation and insurance enquiries
Seniority
Individual contributor, specialist level