Dispute Resolution Specialist - Financial Difficulty
Core
Manage and resolve financial difficulty complaints for vulnerable customers through investigation, negotiation, and conciliation to deliver fair outcomes.
Role type
Dispute Resolution Specialist (Financial Difficulty)
Builds
Independent complaint resolutions and preliminary determinations for consumers facing financial hardship
Domain
Financial services / Consumer protection / Ombudsman services
Deliverable
client delivery
Required skills
Financial services knowledge, dispute resolution, negotiation, conciliation, vulnerability assessment, plain English drafting, complex information analysis, stakeholder engagement, critical thinking, problem-solving
Preferred skills
Experience in hardship or community environments, legal background
Technologies
None stated
Responsibilities
Manage standard and complex complaints autonomously, investigate disputes and produce preliminary assessments, conduct telephone conciliation conferences, draft clear written outcomes, engage with complainants and financial firms to facilitate resolution
Seniority
Mid-level, hands-on IC