Dispute Resolution Specialist - Banking and Finance
This role involves playing a central part in resolving complaints fairly and efficiently.
* You will review complaints from consumers and small businesses that have not been resolved directly with the financial firm.
* Your duties will include gathering information, understanding core issues, and applying sound knowledge of AFCA's complaint resolution criteria.
* You will also utilise alternative dispute resolution methods to help parties resolve complaints by negotiation.
This team deals directly with consumers and financial firms to resolve and investigate complaints. Dispute Resolution Specialists handle various issues including:
* Disputed transactions including scams
* Responsible lending
* Credit reporting
* Misleading and unconscionable conduct
* Financial hardship
* Credit reporting including default listings and Repayment History Information
* Charges including interest and fees
* Privacy and confidentiality
* Disclosure and instructions.
To be successful in this role, you will need:
* A demonstrated understanding of complaint handling or alternative dispute resolution processes
* Demonstrated experience in the financial services industry, preferably within banking, finance or legal services
* The ability to investigate and identify the issues and information needed to form a view
* Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner