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Dispute Resolution Specialist
2 weeks ago
We are seeking an experienced and skilled Dispute Resolution Specialist to join our team. As a key member of our operations, you will be responsible for managing client disputes and complaints in a fair and efficient manner.
In this role, you will be the primary contact for all client disputes and complaints, ensuring they are resolved promptly and to the satisfaction of all parties involved. You will use your expertise to manage complex cases, navigate regulatory requirements, and drive continuous improvement in our dispute resolution processes.
Responsibilities- Manage End-to-End Disputes: Receive, evaluate, and manage a caseload of client complaints through internal channels and external bodies.
- Conduct Investigations: Perform thorough, evidence-based investigations by reviewing documents and collaborating with internal and external stakeholders.
- Provide Expertise: Make recommendations and determinations based on internal policies, relevant legislation, industry guidelines, and past decisions.
- Act as Liaison: Lead formal responses and submissions to external bodies, ensuring compliance with regulatory timeframes and requirements.
- Participate in Negotiations: Manage and participate in conciliation calls, case conferences, and negotiations to resolve disputes.
- Ensure Compliance: Uphold compliance with relevant legal and industry frameworks.
- Contribute to Improvement: Provide operational support and expert advice to internal teams on complaint handling. Lead projects to improve our standards for handling disputes, working with teams like Product, Marketing, and FinCrime.
- Proven Experience: Proven experience in a dispute resolution or complaints handling role within the financial services industry.
- Strong Understanding: Strong understanding of legal principles, industry codes, and relevant regulatory frameworks.
- Excellent Communication Skills: Excellent written and verbal communication skills, with the ability to prepare clear, concise, and persuasive submissions.
- Strong Analytical Skills: Strong analytical and problem-solving skills, with the ability to conduct detailed investigations.
- Exceptional Organization Skills: Exceptional organizational skills and the ability to manage a high-volume caseload efficiently.
- Culture: A collaborative and dynamic work environment that values diversity and inclusion.
- Benefits: A comprehensive benefits package, including fully stocked kitchen, unlimited fresh fruit, and social activities.
- Career Growth: Opportunities for career growth, training, mentorship, and development.
If you are driven by excellence, integrity, and a passion for dispute resolution, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications.
