About the roleAs a Dispute Resolution Specialist, you will investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct the scam and the transactions involved, assess each regulated entity’s conduct against its obligations, and reach fair, timely outcomes through negotiation, conciliation or a well-reasoned preliminary assessment. You will keep ownership of each complaint until it resolves or a decision maker accepts it.Consumer engagement and support:See the person behind every complaint and provide a caring, trauma-informed and human-centred experience for as long as the complaint is open.Keep consumers informed with regular, plain-language updates, explain complex material such as transaction records simply, and set realistic expectations about the process and possible outcomes.Recognise consumer distress, safety concerns and participation barriers in accessing our service, making reasonable adjustments and involving Participation Support or escalating when required.Build on what consumers have already told AFCA, prepare them before difficult conversations or outcomes, and offer choice in how they take part, to minimise repetition and re-traumatisation.Investigation and resolution:Manage a caseload of scam complaints involving one or more regulated entities, owning investigation, progression and resolution within delegation.Reconstruct the scam and transaction chronology, identify the issues in dispute and plan proportionate enquiries.Obtain and critically assess information from the parties, testing gaps, inconsistencies and competing accounts.Assess each entity’s conduct against its SPF obligations, the relevant sector code, AFCA Rules and guidance.Seek advice from Senior Dispute Resolution Technical Leads, Legal, Jurisdiction and IIU, review jurisdiction and the entities involved as new information emerges, and make sure any material relied on is shared through a fair process.Resolve complaints through negotiation and conciliation where possible, recording clear terms for each entity and what remains unresolved.Prepare and communicate well-reasoned preliminary or merits assessments within delegation, giving the parties a fair opportunity to respond and recording the steps taken.Insights, risk and information management:Identify and refer potential systemic issues, reportable matters and service complaints.Record clear findings about each entity’s conduct and where SPF obligations were or were not met, to inform AFCA’s insight on scam prevention.Record complaint information, findings and data accurately, consistently and on time, and manage sensitive information in line with confidentiality, privacy and access requirements.Escalate matters requiring specialist advice, senior review or an authorised decision maker, who makes any binding determination.
