Dispute Resolution Manager

Overview

Who is Shift?
At Shift, we're business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That's why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We've helped solve the credit and payment pain points for more than 25,000 businesses, providing over $3.5 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You'll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.

About the role: Are you experienced in dispute resolution and passionate about delivering excellent customer outcomes? In this role, you will manage Shift's Internal Dispute Resolution and External Dispute Resolution programs, ensuring high quality complaint handling that drives customer satisfaction. You'll assess and investigate disputes, manage complaints through to resolution and lead mediations on complex or high-risk cases. You'll also collaborate across the business to educate teams on dispute processes, review policies to maintain regulatory compliance and identify opportunities to improve processes and service delivery. This is a key role working closely with Risk, Compliance and Legal teams to uphold the highest standards in dispute management.

What you'll do

- Manage Internal and External Dispute Resolution programs, including AFCA complaints from intake to closure
- Assess and investigate customer complaints, compiling relevant information for thorough case management
- Conduct or oversee mediations and negotiations on complex or high-risk disputes
- Lead education initiatives across the business on dispute handling and compliance
- Review and update policies and processes to ensure compliance with RG271 and other regulations
- Compile and present complaint handling statistics and trends to stakeholders
- Provide high-quality written and verbal responses to dispute cases
- Collaborate with Risk, Compliance, and Legal teams on complex or systemic issues
- Identify and contribute to continuous improvements in processes and customer experience

What you'll bring

- Experience in dispute resolution, complaint handling or a related field
- Strong investigative and analytical skills
- Excellent communication and negotiation abilities
- Attention to detail and commitment to regulatory compliance
- Ability to work collaboratively across teams and manage multiple priorities
- A business or finance degree is beneficial but not essential

Key benefits

- Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
- Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
- Flexible working environment – we're headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
- Family support – industry leading 26 weeks paid parental leave.
- Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones.
- Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

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