Dispute Resolution Officer

1 week ago

Sydney, Australia humm Full time

**Work options**: Hybrid

At the hummgroup we offer a blended approach to working that gives you the flexibility to work at home or in the office depending on what you have on. We ask that you keep our customers front of mind at all times and that you get together with your team atleast twice a week to connect and collaborate (and attend our #intsaworthy events). The rest is open for discussion.

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level - and in every role - we’re doers and builders. Not Managers and minders.

**humm**group (ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role?**

We’re looking for a Dispute Resolution Officer to join our team in a permanent capacity. You’ll act as the point of escalation and solution for customers assisting them to resolve complex problems and to help them get things back on track when they go wrong.

Operating as a key point of insight into our customer experience, the Dispute Resolution Officer also provides advice, coaching and support to colleagues across the organisation to ensure consistent delivery on our customer commitments.

**What Does An Average Day Look Like?**

No day is average at **humm**group, but here’s an idea of what you can expect to do in this role:

- Respond and resolve complaints and disputes in a timely and fair manner and create excellent customer relationships during the process and beyond
- Acting as a point of escalation for customers to provide support and assistance that ensures timely resolution of issues and disputes
- Conducting investigations and managing sensitive and escalated complaints keeping customers and internal stakeholders updated and engaged
- Making decisions on solutions to customer problems based on sound rationale, demonstrating customer focus and commercial acumen
- Ensure adherence to the legislative requirements and compliance with stipulated timeframes
- Acting on **humm group**’s behalf, manage complaints escalated to external tribunals such as AFCA
- Identifying continuous improvement opportunities through the dispute resolution process including coaching and training feedback to colleagues across the business

**Who will thrive in this role?**
- You’ll be experienced in a call centre, and customer service. Resolving customer questions, issues and complaints is something that comes naturally to you.
- Ideally within a financial services environment
- Strong written and verbal communication skills including the ability to translate complex matters into easily understood language
- Excellent time management, business writing and communication skills
- High attention to details

And did we mention that we are working in a fast-paced environment where change is the only constant? We really mean it so experience working at pace is essential. If this sounds like you then we would love to hear from you

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