Dispute Resolution Specialist, Scams
Core
Investigate and resolve scam complaints under the Scams Prevention Framework by reconstructing scams, assessing regulated entities' conduct, and reaching fair outcomes through negotiation or preliminary assessment.
Role type
Dispute Resolution Specialist (Scams)
Builds
Fair, timely resolutions for consumers and small businesses regarding financial scams
Domain
Financial services / Consumer protection / Scam prevention
Required skills
Dispute resolution, investigative analysis, regulatory compliance assessment, negotiation, conciliation, trauma-informed communication, plain English writing, case management
Preferred skills
Understanding of multi-party complaints, scam typologies in banking/telecom/digital platforms, proficiency with case management systems, adaptability to evolving processes
Responsibilities
Reconstruct scam chronologies and transaction records, assess entity conduct against SPF obligations, manage caseloads from intake to resolution, prepare preliminary or merits assessments, identify systemic issues, record findings and data accurately
Seniority
Mid-level specialist
