Financial Systems Resolution Manager

7 days ago

Brisbane, Queensland, Australia beBeeResolution Full time $120,000 - $140,000
Dispute Resolution Specialist

We are on a mission to build a more open and accessible financial system, empowering the next generation of wealth builders, savers, borrowers, and businesses.

This role involves managing complex cases, navigating regulatory requirements, and driving continuous improvement in our dispute resolution processes.

Responsibilities:

  1. Manage End-to-End Disputes: Receive, evaluate, and manage a caseload of client complaints through internal channels and external platforms.
  2. Conduct Investigations: Perform thorough investigations by reviewing documents and collaborating with stakeholders for complex cases.
  3. Provide Expertise: Make recommendations based on internal policies, legislation, industry guidelines, and past decisions.
  4. Act as Liaison: Lead formal responses and submissions, ensuring regulatory compliance and detailed evidence-based submissions.
  5. Participate in Negotiations: Manage conciliation calls, case conferences, and negotiations to resolve disputes.
  6. Ensure Compliance: Uphold compliance with ASIC Regulatory Guide 271 and relevant legal frameworks.
  7. Contribute to Improvement: Provide expert advice to internal teams on complaint handling and support project development.
  8. Lead Standards Improvement: Work with teams to improve standards for handling complaints, focusing on operational efficiency and effectiveness.
  9. Report Metrics: Contribute to regular reporting on key complaint handling metrics, including case volumes and resolution times.

Requirements:

  • Proven experience in dispute resolution or complaints handling within the financial services industry.
  • Strong understanding of legal principles, industry codes, and ASIC Regulatory Guide 271.
  • Excellent written and verbal communication skills, with the ability to prepare clear 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.

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