Dispute Resolution Officer

1 week ago

Sydney, New South Wales, Australia Launch Group Full time $90,000 - $120,000 per year

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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