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Dispute Resolution Specialist

2 months ago

Adelaide, South Australia Plenti Full time
About the Role

We are seeking a highly skilled Dispute Resolution Officer to join our team at Plenti. As a key member of our operations team, you will be responsible for managing escalated internal and external complaints, providing exceptional customer service, and delivering high-quality solutions to customers.

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
About Plenti

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, with a culture of innovation and entrepreneurship. We offer flexible working, volunteer and study leave, and a range of other benefits to support your career development.

We are committed to a diverse and inclusive workforce and encourage people from different backgrounds to apply. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we would love to hear from you.