Internal Dispute Resolution Specialist in Norwest, New South Wales at Infinity Group Coaching Pty Ltd

Infinity Group Coaching
Title: Internal Dispute Resolution Specialist
Location: Norwest NSW OR Wollongong NSW (On-site)

Type: Full-time, on-site, Monday - Friday, 9am-5pm (WFH 1 day/week post-probation)

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 join our existing IDR team as an additional specialist, strengthening the team’s capacity to manage complex, non-standard, and high-impact matters.

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
• Lead dispute resolution across residential property‑related matters, including pre‑ and post‑settlement issues
• 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 strong 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 professional experience

Skills & Attributes

You’ll thrive in this role if you:

• Are comfortable handling complex, non-routine dispute scenarios
• 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 strong 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

Founded and led by Graeme Holm, the Money Mentor, Infinity Group exists to help Australians take control of their money, reduce home loan debt, build wealth and create lasting financial freedom.

Today, we support more than 6,500 active clients across Australia, combining education, coaching, finance and property strategy to help our clients change their financial future. We’ve grown to more than 240 employees nationally, with teams across the Gold Coast, Sydney, Melbourne and Wollongong.

We’re not a traditional financial services business, and our relationship with clients doesn’t end after a loan settles or property is purchased. We work with our clients over the long term, which makes trust, transparency and how we respond when things don’t go to plan incredibly important.

• Join one of Australia’s best workplaces – Infinity was named Winner of The Australian’s Best Places to Work 2026 - Financial Services and ranked as a Top 10 High-Flyer nationally for medium organisations.
• Be part of serious growth – Our team has grown more than 65% over the past 12 months, and we aren't slowing down.
• Join a team with a proven track record – In three of the past six years, a member of our team has been named the FBAA’s number one broker in Australia. We’ve also produced the RateMyAgent number one broker in Australia for five consecutive years.
• Access the same award-winning programs as our clients – Employees receive free access to Infinity’s debt reduction and wealth creation programs, including support from our mortgage broking, strategy and relationship management teams to improve their own financial position. Your career at Infinity can genuinely change your financial future too.
• Explore exclusive investment property opportunities – Employees can access investment property opportunities available through Infinity, alongside professional development, employee finance benefits, EAP support and partner perks.
• Make a genuine impact – IDR is a critical part of our client journey. You’ll have the autonomy to investigate complex matters, apply sound judgement and influence fair outcomes for both our clients and the business.
• Have a voice as we scale – This isn’t a role buried in a complaints function. You’ll work closely with teams and senior leaders across the organisation, helping strengthen Infinity’s approach to internal dispute resolution during a significant period of growth.
• Experience Infinity properly from day one – Your onboarding begins at our Gold Coast HQ before you return to experience Real Estate Mastery in person alongside approximately 1,000 Infinity clients. It’s an opportunity to understand our business, our programs and the client experience you’ll help protect.

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 with an updated CV, or contact Infinity's Talent Team, Lachlan Baldwin (Talent Manager) or Hannah Oxley (Talent Acquisition Partner) via LinkedIn if you have any questions

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