Resolving Disputes and Building Trust

3 days ago

Brisbane, Queensland, Australia beBeeConflictResolution Full time $90,000 - $120,000

We are seeking a seasoned Conflict Resolution Specialist to join our team. This key role will be responsible for managing client disputes and complaints, ensuring they are resolved fairly and efficiently.

Key Responsibilities
  • Manage end-to-end conflicts: Receive, evaluate, and manage a caseload of client complaints through internal channels and the Australian Financial Complaints Authority (AFCA) portal.
  • Conduct thorough investigations: For complex cases, you will perform evidence-based investigations by reviewing documents and collaborating with internal and external stakeholders.
  • Provide expert guidance: 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 will 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.
Required Skills and Qualifications
  • Proven experience in a conflict 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 and break room facilities.
  • An in-house barista and weekly catered lunches.
  • Unlimited fee-free trading.
  • Career growth, training, mentorship, and development opportunities.
  • Social activities and game breaks.

We value and celebrate diversity, equity, and inclusion in our workplace. We strive to create an environment where everyone feels valued, respected, and empowered to do their best work.

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