Disputes Case Specialist The opportunity: A fast-growing financial services organisation is seeking a Disputes Case Specialist to join its Melbourne Operations team. This is a key role responsible for managing customer and merchant disputes, engaging with regulators and third-party representatives, and ensuring an exceptional client experience. You’ll work closely with stakeholders across Operations, Legal, Compliance, Sales and Finance, while playing a central role in improving processes and reducing dispute volumes. This role is ideal for someone who thrives in a customer-centric environment, has experience in Internal and External Dispute Resolution (including AFCA), and enjoys balancing analytical problem-solving with compassionate client engagement. Key responsibilities: Managing internal and external dispute cases, including AFCA matters Liaising with customers, merchants and third-party representatives (e.g. financial counsellors, industry bodies) Acting as an escalation point for dispute-related queries across the business Drafting clear and accurate response letters to customers, merchants and regulatory bodies Providing insights and recommendations to help improve processes, reduce dispute drivers and uplift customer experience Collaborating with Operations, Legal, Compliance, Risk and Sales stakeholders to resolve issues and support product governance Maintaining high-quality case notes and updating dispute databases Supporting reportable incident processes in line with operational policies Ensuring all interactions are aligned with regulatory requirements, including ACCC and ASIC guidelines Championing customer outcomes and upholding company values in all interactions The ideal background: Experience managing both Internal and External Dispute Resolution cases Experience with mortgages Strong understanding of AFCA processes, rules and related ASIC regulatory guides Outstanding written and verbal communication skills High levels of empathy and the ability to support customers experiencing vulnerability Strong analytical skills and the ability to manage a high-volume caseload Excellent problem-solving and negotiation capabilities Ability to work collaboratively with multiple stakeholders while maintaining independence and sound judgement Strong organisational skills with the ability to multitask and prioritise effectively Why this role? This is a unique opportunity to step into an influential disputes position at a growing financial services business, where you can directly shape customer outcomes, improve operational effectiveness, and be a trusted escalation point across the organisation. You’ll work with supportive leaders, engaged stakeholders and a mission-driven team.