Dispute Resolution Specialist – External Dispute Resolution
Core
Manage a portfolio of external disputes and complaints across Australia and New Zealand, acting as a liaison between the company, customers, regulators, and external dispute resolution bodies.
Role type
Dispute Resolution Specialist (External Disputes)
Builds
Fair, practical, and timely resolutions for customer complaints
Domain
Financial services / Consumer protection / Regulatory compliance
Deliverable
client delivery
Required skills
Dispute resolution, complaints management, regulatory compliance, investigation, written submissions, stakeholder management, negotiation, process improvement
Preferred skills
Experience with AFCA/OAIC, financial services regulation, debt collection guidelines, law degree
Technologies
AFCA, OAIC, National Credit Code, Privacy Act
Responsibilities
Investigate customer complaints and review documentation; Prepare written responses and submissions for external bodies; Identify resolution strategies balancing customer outcomes and regulatory obligations; Ensure compliance with internal policies and legislation; Build relationships with stakeholders and regulators; Identify trends and root causes for process improvement
Seniority
Mid-level (2-3 years experience)