Senior Specialist, External Dispute Resolution

Posted: 16/10/2026

Closing Date: 13/11/2026

Job Type: Permanent - Full Time

Location:

Mascot

Job Category:
Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

As Senior Specialist, External Dispute Resolution, you will manage complex escalated complaints and external dispute matters, ensuring fair, consistent and well-reasoned customer outcomes. Acting as a trusted advisor across the business, you will lead the end-to-end management of AFCA complaints and independent reviews, provide specialist complaints guidance, and help strengthen complaint handling practices, risk management and continuous improvement across the bank.

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

• Manage a portfolio of complex AFCA complaints and customer-requested independent reviews, representing the bank through external dispute resolution processes from investigation through to resolution.
• Conduct detailed investigations, assess evidence and develop well-reasoned positions that support fair, balanced and customer-focused outcomes.
• Provide specialist advice and guidance on complex complaints across areas including fraud and scams, financial hardship, payments, everyday banking and lending.
• Act as a trusted advisor and escalation point for leaders and frontline teams, providing coaching and support to strengthen complaint handling capability across the bank.
• Prepare high-quality responses, submissions and review findings, communicating decisions clearly and effectively to customers, representatives and external parties.
• Build strong relationships with customers, stakeholders and external dispute resolution bodies to support effective case management and resolution outcomes.
• Identify emerging risks, systemic issues and improvement opportunities, influencing stakeholders to enhance customer outcomes and complaint management practices.
• Contribute to the ongoing development of the Dispute Resolution function through quality assurance, insights, reporting and continuous improvement initiatives.

• Demonstrated experience managing complex and escalated complaints within banking, financial services, regulatory, legal or other highly regulated environments.
• Strong experience managing AFCA matters,…