Dispute Resolution Specialist

About the Job

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.