Resolution Officer

1 week ago

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

Full-time role available | Sydney-based | Career progression opportunities

Join us during an exciting period of growth as we enhance the customer experience in the collections industry. If you're passionate about problem-solving, customer service, and career development, this is your opportunity to make a meaningful impact.

About the Role

The Resolutions Officer is responsible for managing and resolving customer complaints and disputes related to debt collection activities. This role requires a thorough understanding of internal dispute resolution processes, compliance with relevant regulations, and preferably but not essential, experience in handling cases involving the Australian Financial Complaints Authority (AFCA). The officer will work closely with internal departments and external stakeholders to ensure fair, timely, and effective resolution of disputes, maintaining the organisation's commitment to customer satisfaction and regulatory compliance.

This full-time role is based in our Parramatta office (No WFH).

Key Responsibilities

  • Complaint Management - Receive, assess, and manage customer complaints related to debt collection activities in accordance with the organisation's Internal Dispute Resolution (IDR) procedures.​
  • Investigation and Resolutions - Conduct thorough investigations into complaints by gathering relevant information from customers, internal departments, and external parties.​ Analyse case details to identify root causes and determine appropriate resolutions, ensuring compliance with legal and regulatory standards.​
  • Compliance - Liaise with third parties, including legal teams, to facilitate complex resolutions. Ensure compliance with company policies, industry regulations, and legislative requirements (ACCC Guidelines, Privacy Act, etc.).
  • Ensure all dispute resolutions comply with legal requirements and organisational policies.​

    Prepare and submit reports to regulatory bodies as required.​

What We're Looking For

  • Proven experience in a dispute resolution role within the financial services sector, particularly in debt collection.​
  • In-depth knowledge of internal dispute resolution processes and familiarity with ASIC's Regulatory Guide.
  • Experience, but not essential,  interacting with the Australian Financial Complaints Authority (AFCA) and understanding of its processes.
  • Strong analytical and problem-solving skills with the ability to handle complex cases.​

Key attributes include:

  • Strong verbal and written communication skills.
  • A customer-focused mindset with the ability to build rapport and deliver tailored solutions.
  • Resilience and problem-solving skills to navigate difficult conversations.
  • Negotiation skills and adaptability to different financial situations.
  • Sound judgment and decision-making abilities.
  • A growth mindset and a proactive approach to learning and improvement.

What You'll Gain

  • Structured training and ongoing development to set you up for success.
  • Clear career progression pathways within a growing organisation.
  • A collaborative and supportive workplace where your contributions are valued.
  • Work-life balance support, including:
  • Employee Assistance Program (EAP).
  • Discounts on wellness programs, restaurants, yoga, massages, and more.

Why Join Us?

We're more than just a workplace—we're a team. From your direct manager to senior leadership, you'll be supported, encouraged, and empowered to thrive in your role.

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