Customer Dispute Resolution Officer

  • Customer Dispute Resolution Officer
  • Financial services experience and understanding of AFCA non-negotiable 
  • Reputable brand; great culture, great service. 
  • Experience in complex customer dispute resolution non-negotiable

Client Details

An awesome brand with a national footprint, our client is recognised for being a leader in their field and worlds apart from other financial providers in terms of service delivery and compliance. 


Reporting to the Dispute Manager, the Customer Dispute Resolution position is critical in addressing and managing complaints in line with company policy but also in line with regulatory requirements. The responsibilities of the role are as follows:

Customer Relationships:
  • Responsible for the management of complaints in accordance with polices and regulatory requirements
  • Responsible for communicating, reporting and engagement on complaint investigations, handling and resolution to the customer; internal and external stakeholders for each complaint; and internal management, including to sales and risk and compliance on complaint trends or risk issues
  • Responsible for the management and resolution of all customer complaints
  • Accountable for evaluating and assessing the factual matrix and merits of complaints to provide a balanced and fair assessment as to each complaint’s resolution
  • Management of all customer compliments

Legal component:
  • Responsible for the response to incoming subpoenas, court orders, police requests and government agency requests
  • Responsible for the response to written assessment requests from ASIC, customers or third parties
  • Management of Global database, logins, personal and company searches and undertake company, personal, insolvency, directorship and other statutory searches
  • Management of contract register, including communication to internal management on key milestone, review or completion dates of contracts


To be successful in this application, you will have a demonstrable track record in a similar 'Dispute Resolution' function with capability in the following:
  • Financial Services experience is desired
  • Experience with complaint handing skills via telephone
  • Able to think latterly for complaint solutions
  • An understanding of legislative requirements within sector
  • Strong time management, multi-tasking and organisation skills
  • Ability to work effectively within a fast paced and ever changing work environment
  • Excellent communication skills, both verbal and written

Job Offer

This is a business critical requirement. Our client can offer the following:
  • Strong brand in market
  • Great working environment with excellent culture
  • $79,000 package


Contact details - Ashley Duffy - 9195 2953