Dispute Resolution Specialist
4 weeks ago
Plenti is a fintech lender that provides faster, fairer loans by leveraging its smart technology. As a Dispute Resolution Officer, you will play a crucial role in ensuring that our customers receive a fair and reasonable outcome in the event of a dispute.
Key Responsibilities:
- Manage the end-to-end investigation and resolution of internal and external complaints
- Provide timely and accurate responses to disputes, ensuring a fair and reasonable outcome for customers
- 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. It's a place where everyone can make a difference and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join us to help shape Australia's financial ecosystem.
In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working, volunteer and study leave, monthly social events, office snacks, company Townhalls, and D&I initiatives and events to help you connect with your colleagues.
Plenti is committed to a diverse and inclusive workforce. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know any reasonable adjustments you may need during the interview process so we can accommodate you.
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