Dispute Resolution Manager

2 days ago

North Sydney, Australia Shift Full time

**Company Description**:
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.
- Case manage Internal dispute resolution (IDR) and External dispute resolution (EDR) program at Shift
- Deliver high quality outcomes which drive customer satisfaction through effective management of customer complaints
- Assess, investigate and compile relevant information to support all disputes
- Case Management of Australian Financial Complaints Authority (AFCA) complaints through to file closure
- Conduct/oversee mediations and negotiations on complex or high risk accounts
- Manage education programs related to dispute handling across the business
- Periodically review and update business policies and processes to ensure ongoing regulatory compliance to RG271
- Collate and present complaints handling statistics and trends to internal and external stakeholder groups
- Provide high quality written or verbal responses on all disputes
- Identify opportunities and contribute to process and service improvements
- Adhere to internal policy, system processes and external regulatory requirements
- Work collaboratively with Risk and Compliance and Legal Counsel in addressing complex disputes or systemic issues

**Qualifications**:

- A business or finance degree is beneficial but not essential

**Additional Information**:
- Collaborative teams - a flat structure means everyone can learn from colleagues and senior leaders around the business.- Be involved - come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.- Flexible working environment - we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.- Family support - industry leading 26 weeks paid parental leave.- Varied workspaces - our office enables areas for collaboration, brainstorming and socialising as well as focus zones.- Range of benefits - supporting your physical, psychological and financial wellbeing.

**#LI-Hybrid

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