Complaints Resolution Manager

12 hours ago

Adelaide, South Australia Handy Finance Full time $80,000 - $120,000 per year

We are seeking an experienced and motivated
Complaints Resolution Manager
to join one of Australia's leading personal loan providers. This role is a fantastic opportunity to take ownership of complex collections matters while supporting and mentoring the broader credit team within a fast-growing financial technology company ('FinTech') that offers substantial personal and professional development opportunities.

Handy Finance
is a leading fintech with a mission to
Make Money Simple
, and we are proud to be featured in the AFR Fast 100 List 2024, alongside numerous industry awards from Canstar, Finder & RateCity.

What you'll do

You will be a responsible for managing and resolving all escalated internal and external disputes in an efficient and transparent manner, in line with the regulatory, legislative, and business requirements. This role will work with customers and other external parties (e.g. AFCA), to resolve disputes in a timely, fair and reasonable manner, you will:

  • Manage the investigation and resolution of escalated disputes (by phone or in writing) in accordance with OMM policies, procedures and regulatory obligations
  • Conduct IDR and AFCA assessments
  • Communicate with necessary stakeholders including customers and external dispute resolution bodies
  • Negotiate settlements directly with customers, where appropriate and aligned with internal policies
  • Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to arrive at appropriate outcomes
  • Effectively partner with risk and legal teams to proactively manage disputes related to regulatory and operational risk
  • Generate detailed documentation of complaints handling investigations and notations
  • Assisting with any other tasks as directed by the line manager

What you'll bring

  • Bachelor's degree in business, law, or in a related field
  • Minimum 3 years relevant experience in dispute resolution, including dealing with challenging customers, negotiation and resolving issues, and writing IDR responses, preferably within financial industry
  • Experience working with AFCA and knowledge of AFCA processes
  • Understanding of and proactive adherence to best practice complaints management and ASIC RG165 and RG271
  • Excellent verbal and written communication skills with a proven track record of effectively engaging with various internal and external stakeholders
  • High attention to detail and problem-solving skills

What we'll offer

  • A fast-growing business disrupting traditional consumer finance.
  • A high-performing credit team with market-leading loss performance.
  • The opportunity to step into a leadership position within a scale-up environment.
  • Full-time position, competitive remuneration, and career progression pathways.
  • Based in the Adelaide CBD with a fantastic workplace culture.

If you are ready to take the next step in your collections career and want to make a real impact in a high-growth fintech, we'd love to hear from you.

Join us at Handy Finance and help us Make Money Simple

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