Dispute Resolution Strategist

2 days ago

Melbourne, Victoria, Australia beBeeDispute Full time $120,000 - $170,000
Dispute Resolution Team Leader

We are seeking a talented Dispute Resolution Team Leader to join our organization. As a key member of our team, you will be responsible for managing the External Dispute Resolution (EDR) or external complaints team for the ANZ region.

  • Develop and implement strategies to deliver customer-centric experiences, establish performance expectations, monitor daily improvement, assure training maintenance, audit performance and staff records for compliance.
  • Collaborate with the Customer Service team to resolve escalated complaints not resolved by first-level resolution teams.
  • Analyze complaint drivers, dissect data, and create actionable execution plans.
  • Present insights representing both customer experiences and commercial outcomes.
  • Build and maintain relationships with external complaint and regulatory bodies for a customer-centric experience aligned with our values.
  • Stay up-to-date on industry trends and technical developments within complaints and BNPL.
  • Serve as a subject matter expert in complaint processing and understanding of global regulatory requirements.
  • Prepare and present reporting for stakeholders on complaint volumes, categories, and internal/external dispute resolution insights.
  • Examine complaint data, report trends, and make recommendations for process improvements.
  • Evaluate and reengineer processes for optimal customer and business outcomes, along with problem-solving complex issues.
  • Adhere to standard procedures and promote compliance across all touchpoints and teams with relevant legislation, guidelines, and industry knowledge.
  • Identify and address challenges impacting staff's ability to evaluate complaints within a standardized process.
  • Contribute to regulator requests for information in conjunction with Legal/Compliance.
  • Focus on providing supportive customer experiences and ensuring timely, fair outcomes.
  • Own workforce models, training plans, staff recruiting, onboarding, and offboarding.
  • Lead team performance, staff performance oversight, and development.
  • Lead and develop a team, providing direct supervision and ongoing coaching.
  • Drive continuous improvement within the complaints function.
  • Participate in projects/ad-hoc tasks related to complaint management, working with support partners globally.

Requirements:

  • Hold tertiary qualifications or equivalent industry experience (CIO, FOS, AFCA)
  • Prior leadership experience in Dispute Resolution and Financial Services for at least two years.
  • Proven leadership and performance management skills.
  • Able to draft detailed, logical, and comprehensive findings for external dispute bodies.
  • Experience in conflict resolution, strong problem-solving abilities.
  • Leadership skills and ability to manage multiple projects simultaneously.
  • Active involvement and influence on desired outcomes.
  • Handle complex disputes tactfully, exercise discretion, and make independent decisions.
  • Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements.
  • Maintain a great culture and foster an environment where people want to work.
  • Coach individuals to reach their full potential.
  • Successfully manage workload to timelines.
  • Background in Customer Service, Complaints Handling, and Dispute Resolution.
  • Demonstrated experience in dispute resolution, communication, and management of complaint cases.

What We Offer:

  • Supportive and inclusive work environment.
  • Opportunities for professional growth and development.
  • Competitive salary and benefits package.
  • Recognition and rewards for outstanding performance.
  • Flexible work arrangements to suit your needs.
  • Access to cutting-edge tools and technology.

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