Dispute Resolution Specialist

Our client is a leading digital payments business seeking a Dispute Resolutions Specialist to investigate, manage and resolve complex customer and merchant disputes across Australia and New Zealand.

This is a hands-on customer resolution role ideal for someone who enjoys problem-solving, critical thinking, case investigation, and working within structured IDR/EDR processes to deliver fair, timely and well-documented outcomes. You’ll manage escalated complaints, prepare formal responses for AFCA/FDRS, analyse dispute trends, and support the Customer Service team with high-complexity cases.

This is a fixed term contract for 12 months based in Melbourne Victoria.

The Opportunity

You’ll be responsible for: Investigating escalated disputes and resolving complex customer and merchant complaints

Supporting frontline CS teams when first and second-level agents cannot resolve issues

Preparing IDR responses that clearly outline findings, evidence and outcomes

Drafting EDR submissions for AFCA, FDRS and other external bodies

Analysing complaint data to identify trends and recommend process improvements

Reporting on dispute volumes, categories and insights for internal stakeholders

Managing multiple cases simultaneously with accuracy and strong documentation

Ensuring fair customer outcomes aligned with regulatory and business requirements About You

We’re looking for a customer-focused dispute specialist with strong investigative skills, excellent written communication and confidence navigating regulated complaint processes.

You’ll likely bring: Proven experience in customer service + complaints handling

Strong conflict resolution and problem-solving abilities

A critical thinker with a customer-fairness mindset

Experience preparing formal dispute responses for external bodies

Ability to draft clear, logical and comprehensive findings

Strong attention to detail and ability to work under time constraints

Understanding of AU/NZ regulatory frameworks

Experience with AFCA/FDRS or similar external dispute resolution processes

Ability to manage multiple high-complexity cases at once Why Join? Work within a high-growth digital payments platform

Own the end-to-end dispute lifecycle for escalated cases

Direct impact on customer fairness, compliance and operational quality

Hybrid working 2-3 days in the Melbourne office

Great opportunity to deepen experience in regulated dispute resolution Ready to take ownership of complex disputes and help deliver fair, transparent outcomes for customers and merchants? For a confidential discussion, contact Michael Hammond at 0437671187.