External Dispute Resolution Specialist (EDR) Banking
Core
Manage AMP Bank related AFCA Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints, conducting investigations, analysis, and resolution in accordance with the Customer Complaints Framework.
Role type
Senior IC dispute resolution specialist (banking)
Builds
Fair and consistent complaint outcomes for customers and regulatory bodies (AFCA)
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
AFCA complaint management, complex dispute investigation, regulatory interpretation (Corporations Act, Banking Code, AML/CTF), negotiation, risk escalation, systemic issue identification
Preferred skills
Customer remediation experience, structured environment target management
Technologies
AFCA systems, banking regulatory frameworks
Responsibilities
Engage with customers, representatives, and stakeholders regarding AFCA IDR/EDR complaints; Conduct detailed investigations and analysis of complex issues including documentary evidence; Negotiate and facilitate suitable resolutions; Interpret and apply regulatory requirements for written complaint responses; Represent AMP in AFCA conciliation conferences and forums; Identify and escalate risks, incidents, and systemic issues
Seniority
Mid-Senior, hands-on IC
