Job Description Case manage Internal dispute resolution (IDR) and External dispute resolution (EDR) program at Shift Deliver high quality outcomes which drive customer satisfaction through effective management of customer complaints Assess, investigate and compile relevant information to support all disputes Case Management of Australian Financial Complaints Authority (AFCA) complaints through to file closure Conduct/oversee mediations and negotiations on complex or high risk accounts Manage education programs related to dispute handling across the business Periodically review and update business policies and processes to ensure ongoing regulatory compliance to RG271 Collate and present complaints handling statistics and trends to internal and external stakeholder groups Provide high quality written or verbal responses on all disputes Identify opportunities and contribute to process and service improvements Adhere to internal policy, system processes and external regulatory requirements Work collaboratively with Risk and Compliance and Legal Counsel in addressing complex disputes or systemic issues
