Dispute Resolution Specialist

2 days ago

Adelaide, South Australia Plenti Full time
Dispute Resolution Officer Role

Plenti is a fintech lender that provides faster, fairer loans by leveraging its smart technology. We are a dynamic and innovative business that is growing strongly, and we are seeking a skilled Dispute Resolution Officer to join our team.

The Dispute Resolution Officer will be responsible for managing escalated internal and external complaints, providing exceptional customer service, and delivering high-quality solutions to customers. This role will involve investigating and resolving complaints in a timely and accurate manner, providing fair and reasonable outcomes for customers, and maintaining accurate and timely records in Plenti's complaint systems.

Key Responsibilities:
  • Manage the end-to-end comprehensive investigation and resolution of internal/external complaints
  • Provide timely and accurate responses to all disputes, providing a fair and reasonable outcome for the customer
  • Confidently manage complex issues, complaints, and escalations through to resolution and remediation
  • Develop positive and collaborative relationships with internal and external stakeholders
  • Act as an escalation point to the Operations team and support the preparation of information and documentation requests
  • Maintain accurate and timely records in Plenti's complaint systems
  • Encourage early resolution of complaints to reduce escalations to AFCA
  • Identify possible systemic issues or opportunities for improvement and work with stakeholders to recommend and implement changes
Requirements:
  • 2+ years of complaint handling experience, preferably in banking or financial services
  • Exceptional communication skills, empathy, and resilience for dealing with conflict and difficult interactions
  • Strong critical thinking and problem-solving skills
  • Knowledge of customer service software, databases, and CRM systems
  • Broad understanding of finance products and services
  • Knowledge of RG271 and how it applies to the complaint management process is preferred
  • Practical application of relevant regulatory guides, such as RG209 (Responsible lending conduct), RG96 (Debt Collection guidelines) and the NCCPA
  • Experience with External Dispute Resolution schemes (AFCA) is desirable
What's Life Like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused, and collaborative. We offer flexible working, volunteer and study leave, and a culture of innovation and entrepreneurship to take your career further. We are committed to a diverse and inclusive workforce and encourage people from different backgrounds to apply.

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