Senior Complaints Resolution Specialist

13 hours ago

Sydney, New South Wales, Australia beBeeCompliance Full time $120,000 - $150,000
Complaints Resolution Lead

About the Role:

This permanent opportunity is open to experienced professionals who can make a lasting impact on brokers and customers alike by driving positive outcomes in our Complaints Management team, based in Sydney or Melbourne.

We are seeking a seasoned leader with extensive regulatory compliance experience in Financial Services to manage our Internal Dispute Resolution and External Dispute Resolution Process. The ideal candidate will possess a deep understanding of legislative regimes governing mortgage broking and credit advice provision.

Main Responsibilities:

  1. Lead the management of Internal Dispute Resolution and External Dispute Resolution Process to ensure adherence to Mandatory timeframes and company policies.
  2. Establish regular AFCA engagement meetings to resolve long-standing complaints efficiently.
  3. Elevate any incidents that may pose material or systemic risks to senior management, risk teams, or relevant committees for prompt action.
  4. Provide authoritative guidance and support to the Franchise network on regulatory updates, industry insights, and ongoing education and compliance assistance.

Candidates should have at least 5+ years of experience in Complaints Management and/or Compliance and Risk roles within financial services organizations, preferably with residential lending and/or mortgage broking expertise.

We Offer:

A hybrid and flexible working approach, generous parental leave options, and programs promoting mental, emotional, financial, and physical well-being.

Our Because We Care initiative provides employees with volunteering leave, community grants, matched payroll giving, and a Community Café donating 100% of revenue to charity.

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