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.