Senior Operations Specialist (AFCA Complaints handling)

Senior Specialist, Operations- Sydney, Australia

Would you like to play a key role in disputes? Are you interested in joining a globally diverse FinTech organization? Join Western Union as Senior Specialist, Operations.

Western Union powers your pursuit.

​As a AFCA Complaints Specialist you will be responsible for overseeing and resolving complaints escalated to the Australian Financial Complaints Authority.  

Role Responsibilities:

• This role involves direct engagement with complainants, AFCA case managers, and internal stakeholders to ensure timely, fair, and compliant resolution of disputes.
• The successful candidate will demonstrate strong communication, negotiation, and analytical skills, with a deep understanding of financial services regulations and dispute resolution processes.

Key Requirements:

• Proven experience in complaint handling, dispute resolution, or regulatory affairs—preferably within financial services.
• Strong understanding of AFCA processes and the financial services regulatory environment.
• Excellent written and verbal communication skills.
• Ability to manage sensitive conversations with empathy and professionalism.
• Strong analytical and problem-solving skills.
• High attention to detail and ability to manage multiple cases simultaneously.
• Proficiency in Microsoft Office and case management systems.

Preferred Qualifications:

• Bachelor’s degree with 3+ years of experience
• Experience working directly with AFCA or similar regulatory bodies is preferred.
• Training in dispute resolution or mediation.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations.

You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Australia specific benefits include:

• Life / Accident Coverage
• Superannuation Plan
• Paid Time Offs
• Employee Wellness
• Global Recognition and Rewards Programs

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-AK1 #LI-Hybrid

Estimated Job Posting End Date:

12-19-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.