External Dispute Resolution Specialist

Reporting to the External Dispute Resolution Leader, the External Dispute Resolution Specialist is responsible for the end-to-end management and resolution of complex customer complaints, including matters referred to the Australian Financial Complaints Authority (AFCA).

The role is focused on delivering fair, timely and high-quality customer outcomes while identifying opportunities to strengthen products, processes and customer experience through complaint insights.

Key Responsibilities

• Manage the end-to-end resolution of external dispute resolution complaints, ensuring quality, consistency and compliance with regulatory obligations and internal service standards.
• Investigate complaints thoroughly, identify root causes and determine appropriate resolutions using sound judgement, relevant legislation, regulatory guidance, internal policies and AFCA approaches.
• Identify and escalate potential systemic issues, regulatory risk...