Complaints & Disputes Resolution Officer

Financial stress can affect anyone – and when it does, the right support makes all the difference. That's where we come in.

We're not your typical collections agency. We take pride in being compassionate, ethical, and solution focused. With fairness and respect at the core of everything we do, we work with customers to find positive outcomes and guide them toward financial stability.

As part of our continued growth, we're looking for a Complaints & Disputes Resolution Officer to join our Springwood team. In this role, you'll handle customer concerns with empathy and professionalism, ensuring every interaction is fair and transparent.

Key Accountabilities

Complaint Resolution

• Receive and acknowledge complaints. Investigate and resolve customer complaints in accordance with ASIC's Regulatory Guide (RG271) and other relevant legislation and DebtManagers' internal values and Code of Practise

• Assess complaints fairly by considering customer circumstances, evidence provided and applicable regulations.

• Identify and escalate high risk complaints, where appropriate.

Trends & Improvement

• Monitor complaint and non-compliance trends and provide regular reports and feedback to management on systemic issues including recommendations for improvement.

Maintain accurate and detailed records of complaints and resolutions in DebtManagers' systems.

Specific Skill Requirements

This role requires a person with the following skills, knowledge and experience:

• Experience in complaints management, customer service, debt recovery, compliance or dispute resolution.
• Strong knowledge of ASIC RG271, AFCA processes, and relevant financial services regulations (preferred).

We're looking for someone who:

• Is comfortable having difficult and sensitive conversations.

• Is able to deescalate conflict.

• Is calm, empathetic and professional under pressure.

• Has Outstanding written communication skills.

• Has strong analytical and problem-solving skills

• Has high attention to detail.

• Demonstrates high level of integrity, discretion and commitment to fair outcomes.

• Has excellent interpersonal skills with an ability to build relationships quickly with a wide range of people.