As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will:
- Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
- Work with consumers and financial firms to gather information and understand the core issues
- Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
- Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
- Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.
Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints. Dispute Resolution Specialists handle complaints with various issues including:
- Disputed transactions including scams
- Responsible lending
- Credit reporting
- Misleading and unconscionable conduct
- Financial hardship
- Credit reporting including default listings and Repayment History Information
- Charges including interest and fees
- Privacy and confidentiality
- Disclosure and instructions.
