Internal Dispute Resolution Specialist (Melbourne)

Salary: Package to be determined based on experience, expertise and demonstrated capability. Strong Internal Dispute Resolution, AFCA and legal experience will be highly regarded. About the Role At Infinity, how we handle the hard moments matters. We’re now looking for an Internal Dispute Resolution Specialist to own end‑to‑end internal dispute and complaint matters, with a strong focus on complex, non‑standard, and high‑impact cases. This is not a high‑volume complaints role. Instead, you’ll manage a smaller number of commercially and reputationally significant disputes where judgement, fairness, and regulatory confidence are critical. The role primarily deals with disputes connected to residential property transactions, including matters arising pre‑ and post‑settlement. Many cases require bespoke resolution pathways, close collaboration with senior business leaders, and oversight of formal legal documentation such as deeds of settlement, deeds of rescission, and confidentiality or no disclosure agreements. You’ll be trusted to independently assess disputes against internal dispute resolution requirements, regulatory timeframes, applicable legislation, industry codes, and fairness standards, while confidently navigating ambiguity and complex stakeholder dynamics. This is a senior role for someone who values ownership, influence, and meaningful impact. Key Responsibilities
- Manage end‑to‑end internal dispute and complaint matters, with primary focus on complex, non‑standard and high‑impact cases
- Independently assess disputes against IDR requirements, regulatory obligations, applicable legislation, industry codes, and fairness principles
- Design and execute bespoke resolution pathways in collaboration with senior business leaders and key stakeholders
- Prepare high‑quality written documentation, including decision rationales, recommendations, submissions, and formal legal documents
- Oversee matters that may escalate to AFCA or require legal engagement
- Maintain robust governance, record‑keeping, and adherence to regulatory timeframes
- Contribute to the ongoing maturity and effectiveness of Infinity’s Internal Dispute Resolution framework Qualifications & Experience We’re looking for someone who brings
- 3-5+ years’ experience managing complex dispute resolution, complaints, or remediation matters
- Experience within financial services, credit, property, or another regulated environment
- Demonstrated exposure to Internal Dispute Resolution (IDR) frameworks and external dispute bodies such as AFCA
- Strong written capability, including drafting submissions, recommendations, decision rationales, and formal documentation
- Relevant tertiary qualifications (business, legal, law or similar), or equivalent qualified experience Skills & Attributes You’ll thrive in this role if you:
- Confidently assess matters against regulatory obligations, policy requirements, and fairness principles
- Communicate with empathy, clarity, and authority
- particularly in sensitive client conversations
- Collaborate effectively with senior leaders to design bespoke resolution pathways
- Apply solid commercial judgement while remaining client centred
- Maintain high standards of governance, documentation, and dispute recordkeeping
- Take ownership, follow matters through, and remain proactive under pressure About Infinity Group Infinity Group is one of Australia’s fastest growing financial services group. We help everyday Australians take control of their money, reduce debt faster, and build long‑term wealth
- not through one‑off transactions, but through ongoing relationships and education. Our culture is high‑performance, people‑first and values‑driven. We challenge traditional thinking, back our people, and believe doing the right thing is non‑negotiable
- especially when it’s get hard. Why Join Us
- Real impact – Your work directly shapes client trust and business integrity
- Senior visibility – Partner closely with leaders across the organisation
- Autonomy & trust – Be empowered to use your judgement, not just follow templates
- Growth mindset – Help evolve and mature a critical business function
- Supportive culture – High standards, genuine care, and strong teamwork If you’re looking for a role where your experience is respected, your voice matters, and your work makes a difference
- we’d love to hear from you. Apply now, or contact Hannah Oxley – Talent Acquisition Partner, Infinity Group via LinkedIn for a confidential discussion. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rsu7y