About the company: Work for one of Australia’s leading finance specialist—and a people-first organisation where your growth comes first. Join a team where innovation drives success and your contributions truly matter. This is a hybrid role from Monday to Friday, which will offer great work life balance as you work from home three days per week. Internal Dispute Resolution Assess and resolve customer complaints within regulatory timeframes. Liaise with stakeholders to negotiate fair outcomes and maintain accurate records. Act as SME on complaints, lending, and customer management processes. Identify systemic issues and contribute to process and policy improvements. Manage AFCA complaints end-to-end, ensuring compliance with rules and deadlines. Prepare timely, accurate responses and lead conciliations with AFCA. Analyse determinations, implement corrective actions, and report on outcomes. Balance customer experience with organisational risk to achieve fair resolutions. Preferred Experience and Skills 2 years’ customer service experience in financial services, ideally personal lending. Strong knowledge of industry regulations and responsible lending practices (NCCP, RG271, Debt Collection Guidelines). Excellent verbal and written communication, with the ability to simplify complex processes. Empathetic, customer-focused approach with high attention to detail. Ability to work both autonomously and collaboratively across teams. Skilled in applying company policies to ensure fair and consistent dispute resolution. Proficient in MS Word, Excel, and Adobe.
