Dispute Resolution Officer
1 week ago
About The Company
Work for one of Australia's leading finance specialist—and a people-first organisation where your growth comes first. Join a team where innovation drives success and your contributions truly matter.
This is a hybrid role from Monday to Friday, which will offer great work life balance as you work from home three days per week.
Internal Dispute Resolution
- Assess and resolve customer complaints within regulatory timeframes.
- Liaise with stakeholders to negotiate fair outcomes and maintain accurate records.
- Act as SME on complaints, lending, and customer management processes.
- Identify systemic issues and contribute to process and policy improvements.
- Manage AFCA complaints end-to-end, ensuring compliance with rules and deadlines.
- Prepare timely, accurate responses and lead conciliations with AFCA.
- Analyse determinations, implement corrective actions, and report on outcomes.
- Balance customer experience with organisational risk to achieve fair resolutions.
Preferred Experience And Skills
- 2+ years' customer service experience in financial services, ideally personal lending.
- Strong knowledge of industry regulations and responsible lending practices (NCCP, RG271, Debt Collection Guidelines).
- Excellent verbal and written communication, with the ability to simplify complex processes.
- Empathetic, customer-focused approach with high attention to detail.
- Ability to work both autonomously and collaboratively across teams.
- Skilled in applying company policies to ensure fair and consistent dispute resolution.
- Proficient in MS Word, Excel, and Adobe.
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