Role: Dispute Resolution Specialist
Location: Melbourne CBD (Hybrid: 3 days Office / 2 days WFH post-training)
Contract: 6 Months (View to Extend)
Rate: $40/hr + Super
Hours: Mon–Fri, 8:45 AM – 5:00 PM
Are you an experienced banking professional or dispute resolution specialist looking to step away from product sales, high-pressure targets, and rigid KPIs?
We are seeking analytical, articulate, and objective individuals to join a national dispute resolution team based in Melbourne CBD. In this role, you will act as an impartial adjudicator—thoroughly investigating complex financial disputes, balancing conflicting evidence, and issuing written findings that deliver fair, transparent outcomes for both consumers and financial institutions.
Key Responsibilities
Investigate Complex Disputes: Conduct end-to-end reviews of high-volume, multi-faceted cases involving retail lending, credit products, financial hardship, and high-value fraud/scams.
Draft Formal Written Decisions: Author articulate, structured, and legally sound decision letters detailing case evidence, findings, and final determinations for everyday Australians and senior banking executives.
Mediate & De-escalate: Lead challenging, emotionally charged phone conversations with complainants, bank representatives, and legal advocates with calm authority and empathy.
Apply Fairness & Industry Standards: Assess case facts against relevant banking codes, legislation, and industry standards to reach balanced, defensible conclusions.
Key Criteria
Financial Services Expertise: Demonstrated experience within Dispute Resolution, Retail Banking, Credit Risk, Hardship, High-Value Fraud/Scams, or Banking Escalations.
Exceptional Written Communication: Proven ability to synthesize complex financial data and write clear, objective, and well-reasoned formal correspondence.
Advanced Conflict Resolution: Confident phone presence with strong mediation skills to navigate high-stakes, sensitive discussions calmly.
Analytical Mindset: Exceptional critical-thinking skills with a track record of weighing conflicting evidence objectively under high caseload volumes.
- Must be available for an immediate start or within 1 weeks notice.
Training & Work Model
Onboarding: Includes 6–8 weeks of comprehensive, full-time in-office training in Melbourne CBD.
Hybrid Flexibility: Upon successful completion of training, transition into a flexible model (3 days in office / 2 days work-from-home).
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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