What you’ll do Internal Dispute Resolution (IDR) Management Manage a diverse caseload of escalated complaints (Consumer Credit Files, Correction Processing, Score/Product disputes) through forensic investigation and impartial review of all interactions and data (call recordings, case notes, Bureau data). Draft high-quality, legally robust IDR Response Letters that ensure full compliance with ASIC RG 271 . Independently manage and resolve urgent, sensitive, and complex complaints, exercising a high degree of caution and care to ensure equitable and thorough outcomes Engage directly with consumers to de-escalate sensitive situations and negotiate fair resolutions. External Dispute Resolution (EDR) Support & Risk Mitigation Proactively identify high-risk IDR cases to prevent external escalation to AFCA. Support the EDR function by preparing file chronologies, gathering evidence, and drafting submissions for cases that do escalate. Flag potential Systemic Issues or recurring root causes to leadership to prevent future complaints and mitigate enterprise risk. Demonstrate operational flexibility by managing a hybrid caseload of both IDR and EDR, including supporting the EDR case queue and handling ad-hoc tasks as required Operational Excellence & Compliance Strictly adhere to internal service level agreements (SLAs) for IDR resolution. Ensure all complaint details, categories, and outcomes are accurately logged in ServiceNow (SNOW) and Salesforce for reporting. Collaborate with internal teams to understand the technicalities of disputed entries and provide customer-focused feedback. What experience you need 2 years in Complaints Handling, IDR, or Case Management within Financial Services, Utilities, or Telco. Deep operational understanding of ASIC RG 271 (IDR standards) and the Privacy Act / Credit Reporting Code. Demonstrated ability to investigate complex, ambiguous scenarios ("he said/she said"), interpret data, and make logical, evidence-based, and compliant decisions. Exceptional written communication skills for drafting empathetic yet legally robust response letters. Ability to remain calm and professional when dealing with distressed, difficult, or vulnerable customers. What could set you apart Previous experience handling or assisting with AFCA/EDR disputes, including drafting submissions or file preparation. System & Industry Knowledge Experience with Salesforce, ServiceNow (SNOW), and Google Workspace. Understanding of credit bureau files, enquiries, defaults, and the correction process. Primary Location: AUS-Brisbane Function: Function - Customer Service Schedule: Full time
