Toyota Finance Australia (TFA) is the country’s largest automotive financier. Our past gives us credibility and knowledge. But it’s what the future holds, and how we can make the world a better place, that excites us. It’s not just about technology but what it can do for people. In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA). While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management. At TFA we’re committed to empowering our customers to get into their new car and onto the road. We’re also passionate about, and committed to, our people. Our philosophy of Here To Move You represents our commitment to not only move our customers, but help our employees grow. Your success at TFA is important to us, and we pride ourselves on a work culture that supports and rewards people. From partnering with you to support your career growth, to providing you with opportunities to learn, improve, feel engaged and appreciated, we celebrate our people and the difference they bring. We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential. We’re working towards a future where we look out for each other and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we’re imagining here at TFA. Join us and help drive the future. Senior Dispute Resolutions Partner | Toyota Finance Australia · Scoresby, Victoria · Hybrid What you'll contribute to The Senior Dispute Resolution Partner is a key member of the Customer Resolutions team, responsible for supporting TFA customers who have raised complaints, by delivering fair, transparent and timely outcomes. The Senior Dispute Resolution Partner operates as a senior specialist, responsible for managing complex, high-risk and escalated complaints, including those progressing through External Dispute Resolution (EDR) channels such as the Australian Financial Complaints Authority. In this role, you will ensure compliance with Regulatory Guide 271 and broader legislative obligations, while delivering fair, timely and well-reasoned outcomes for customers. You will be required to engage in structured problem solving and have a proven capacity to break down complex issues into clear, evidence-based decisions. You will display strong stakeholder management skills, with a proven ability to engage across the business. You will be confident in your skill-set and able to represent TFA in interactions with external regulators and dispute bodies. How you'll make an impact Lead the end-to-end management of complex and escalated complaints, including EDR matters, ensuring compliance with RG271 timeframes and obligations Conduct detailed root cause analysis across complaints, identifying systemic issues and contributing to enterprise-wide remediation and control uplift Engage directly with customers, their representatives, and external bodies such as AFCA to investigate, negotiate and resolve disputes in a fair and transparent manner Prepare high-quality, technically robust submissions for AFCA, including position papers, response letters and supporting evidence Manage complaints involving vulnerable and at-risk customers, ensuring outcomes are appropriate, compliant and customer-centric Represent the business in conciliation conferences and regulatory discussions where required Provide clear, defensible decisioning aligned to policy, legislation and Delegated Authority frameworks Partner with internal stakeholders across Operations, Credit Risk, Legal and Compliance to ensure alignment on complaint handling, remediation and risk management Provide subject matter expertise and guidance to team members and broader business units on complaints handling, RG271 obligations and customer vulnerability Contribute to continuous improvement initiatives by identifying trends, emerging risks and opportunities to enhance the complaints management framework Support reporting, governance and audit requirements, ensuring accuracy, completeness and regulatory readiness Your attributes Strong verbal and written communication skills, with the ability to articulate complex decisions clearly and concisely Demonstrated experience managing complex complaints and EDR matters, including engagement with AFCA Deep understanding of RG271 and internal and external dispute resolution frameworks Strong analytical and problem-solving capability, with the ability to break down complex issues and identify root causes Proven ability to engage and influence senior stakeholders across Risk, Legal, Compliance and Operations Sound knowledge of relevant legislation, including; National Consumer Credit Protection Act, Privacy Act, Competition and Consumer Act and Anti-Money Laundering & Counter-Terrorism Financing Act Experience in financial services, collections, or customer operations Ability to manage sensitive and high-risk customer scenarios, including vulnerability Strong attention to detail and ability to produce high-quality regulatory documentation Experience contributing to projects, process improvement and governance uplift Intermediate Excel and reporting capability Life at Toyota & What we offer you We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets. Toyota Australia is well-recognised for offering: Flexible hours and workspaces Career Development 16 weeks paid primary carers leave & 4 weeks paid parental leave for secondary carers Wellness facilities & Employee Assistance Program (private coaching available to you and your family) Paid volunteer days to support your community / Employee Community Grants Fund Employee Car Benefit Scheme Building a great place to work You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/ We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements. Come with us and help create the future.
