Dispute Resolution Professional

2 days ago

Australia beBeeCustomerService Full time $90,000 - $120,000

Role Overview:

Dispute Resolution Specialist

This is a key position within our Complaints Team, which serves as the first point of contact for formal customer complaints. The team manages incoming inquiries related to customer complaints and works closely with internal and external stakeholders to meet customer needs.

The Dispute Resolution Specialist will be responsible for managing the complaints mailbox, including those from AFCA and credit repair companies. They will also review the quality of tasks involved in the dispute resolution process and provide feedback to team leaders to assist in coaching front-line agents.

  • Manage the complaints register in accordance with ASIC IDR Data Reporting Framework.
  • Oversight of credit file removal enquires in required regulatory time frames.
  • Coordinate cases in preparation for AFCA interactions.

The ideal candidate will possess strong problem-solving abilities, positive attitude, and excellent communication skills. They should be results-focused, with the ability to manage and prioritize workload effectively.

In addition, they should have experience in a Customer Service role (3 years +), with solid knowledge of the lending industry and regulatory framework impacting customers and customer service. Familiarity with SalesForce and Financial Services is desirable.

We offer a genuine Hybrid working model with flexible work-from-home arrangements, development opportunities, and a true people-first culture.

Key Responsibilities:
  1. Manage the complaints mailbox for internal and external complaints.
  2. Review the quality of tasks involved in the dispute resolution process.
  3. Investigate and coordinate information required to solve customer complaints.
  4. Oversight of credit file removal enquires.
  5. Coordinate cases in preparation for AFCA interactions.
  6. Maintain a strong knowledge of the lending industry and regulatory framework.
  7. Provide suggestions on continuous improvement strategies and procedures.
  8. Manage and submit complaints register.
  9. Arrange and present summary of complaint cases.
  10. Deal with enquiries from stakeholders.
  11. Evaluate and escalate complaints where necessary.
  12. Report on complaint trends and provide detailed insights and statistics.
Requirements:
  1. Results-focused approach.
  2. Strong problem-solving abilities.
  3. Excellent communication and interpersonal skills.
  4. Ability to manage and prioritize workload effectively.
  5. Solid experience in a Customer Service role.
  6. Knowledge of the lending industry and regulatory framework.
  7. Familiarity with SalesForce and Financial Services.
  8. Computer literacy and Microsoft Office proficiency.

Join our team and be part of a dynamic organization that values collaboration, innovation, and growth.

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