Apply in 3 Minutes: Dispute Resolution Lead

Overview

Join a collaborative and supportive team

At Swyftx, we’re on a mission to build a more open and accessible financial system, one that empowers the next generation of wealth builders, savers, borrowers, and businesses. With over 1.2 million business and retail clients, we’ve grown into one of APAC’s leading digital asset platforms, and now we’re taking things further by bridging the worlds of crypto and traditional finance. If you’re excited by big challenges, real impact, and a team that does things differently you’ll fit right in.

We’re looking for an experienced Dispute Resolution lead to join our team. In this role, you/'ll be the primary contact for all client disputes and complaints, ensuring they/'re resolved fairly and efficiently. This is a key role where you/'ll use your expertise to manage complex cases, navigate regulatory requirements, and drive continuous improvement in our dispute resolution processes.

Responsibilities

- Manage End-to-End Disputes: Receive, evaluate, and manage a caseload of client complaints through internal channels and the Australian Financial Complaints Authority (AFCA) portal.
- Conduct Investigations: For complex cases, you/'ll perform thorough, evidence-based investigations by reviewing documents and collaborating with internal and external stakeholders.
- Provide Expertise: Make recommendations and determinations based on internal policies, relevant legislation, industry guidelines, and past AFCA decisions.
- Act as AFCA Liaison: Lead all formal responses and submissions to AFCA, ensuring all regulatory timeframes are met and that your submissions are detailed and evidence-based.
- Participate in Negotiations: Manage and participate in conciliation calls, case conferences, and negotiations to resolve disputes.
- Ensure Compliance: Uphold compliance with ASIC Regulatory Guide 271 (RG 271) and other relevant legal and industry frameworks.
- Contribute to Improvement: Provide operational support and expert advice to internal teams on complaint handling. You/'ll also lead projects to improve our standards for handling AFCA complaints, working with teams like Product, Marketing, and FinCrime.
- Report on Metrics: Contribute to regular reporting on key complaint handling metrics, including case volumes and resolution times.

Qualifications

- Proven experience in a dispute resolution or complaints handling role within the financial services industry.
- Strong understanding of legal principles, industry codes, and ASIC Regulatory Guide 271 (RG 271).
- Excellent written and verbal communication skills, with the ability to prepare clear, concise, and persuasive submissions.
- Strong analytical and problem-solving skills, with the ability to conduct detailed investigations.
- Exceptional organizational skills and the ability to manage a high-volume caseload efficiently.
- Experience working with the AFCA portal is highly desirable.

Benefits

- Fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit and snacks.
- An inhouse barista and weekly catered lunches on a Wednesday.
- Unlimited fee-free trading.
- Career growth, training, mentorship, and development opportunities.
- Social activities, game breaks and end of month awards.

At Swyftx, we/'re not just building a diverse and dynamic environment; we/'re celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we/'re committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.

If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact then click ‘apply now’.

We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.

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