Dispute Resolution Officer

2 days ago

Adelaide, South Australia Plenti Full time

**Who are we?**

Plenti is a fast-growing fintech, helping its customers achieve their life goals by delivering fast and fair automotive, renewable energy and personal loans. Plenti is on a mission to be Australia's best lender. We come from a diverse range of backgrounds, both professionally and personally. We are always open to new ideas and believe success comes through collaboration and challenging ideas. We are passionate about what we do but believe that for one to truly foster this passion you have to look after yourself as well.

We've come a long way in a few yearsachieving things like: winning over 30 awards for positively changing how people access finance; thousands of households install solar on their roofs; increasing our lending by over 100% over the last year; and adding >50 new staff. Our ambitions are huge and we've only just begun...

**What will you be responsible for?
The Dispute Resolution Officer is a responsible for managing internal and external complaints from start to finish. This includes providing exceptional customer service and delivering high-quality solutions to customers, as well as drawing insights and identifying opportunities for improvement.

Reporting to the Dispute Resolution Manager, the Dispute Resolution Officer is responsible for ensuring Plenti meets and exceeds its obligations under RG271.

Key Responsibilities:

- Handle customer complaints and provide resolution-focused customer service
- Provide verbal and written responses to complaints
- Develop positive and collaborative relationships with internal and external stakeholders
- Assist the Operations team with escalated concerns and support the preparation of information and documentation requests
- Maintain accurate and timely records in Plenti's complaint systems
- Encourage early resolution of complaints to reduce escalations to AFCA
- Identify possible systemic issues or opportunities for improvement and work with stakeholders to recommend and implement changes

**Experience**:

- 2+ years of complaint handling experience, preferably in banking or financial services
- Exceptional communication skills, empathy, and resilience for dealing with conflict and difficult interactions
- Strong problem-solving skills
- Knowledge of customer service software, databases, and CRM systems
- Broad understanding of finance products and services
- Knowledge of RG271 and how it applies to the complaint management process is preferred
- Experience with External Dispute Resolution schemes (AFCA) is desirable

**Why Plenti?**

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can make it happen and share in the results and rewards.

If being in a dynamic industry as part of a market-leading fintech sounds like you, then come help us positively reshape Australia's financial eco-system. Our start-up culture fosters innovation, entrepreneurship, leadership and your career progression.

Flexible working arrangements? Social events? Celebrating wins together (and sharing the odd loss)? Tick, tick. It's all part of a workplace culture that is hardworking but fun and supportive of our people and their goals as we work together to build Australia's best lender.

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