Dispute Resolution Specialist

6-Month Contract | Hybrid Working | South East Suburbs

An exciting opportunity is available for an experienced Dispute Resolution Specialist to join a leading financial services organisation based in Melbourne's South East suburbs. This is a 6-month contract with the potential to extend to 12 months.

This position is ideal for someone with experience managing complaints within the financial services, banking, insurance or superannuation sectors, particularly those with exposure to AFCA and internal dispute resolution frameworks. You'll play a key role in managing customer complaints from end to end while ensuring compliance with regulatory obligations and delivering exceptional customer outcomes.

The Role

Reporting into the Credit Operations leadership team, your responsibilities will include:

• Managing customer complaints in accordance with internal dispute resolution processes and regulatory requirements.
• Liaising with customers, internal stakeholders and external bodies, including AFCA.
• Investigating and resolving complex complaints through negotiation and sound decision-making.
• Preparing clear, professional written responses in plain English.
• Analysing complaint trends and preparing reports on key metrics.
• Supporting continuous improvement initiatives by reviewing and enhancing policies, templates and processes.
• Delivering exceptional customer service while balancing regulatory and commercial outcomes.

About You

To be successful, you will bring:

• Previous experience managing disputes or complaints within financial services, banking, insurance or superannuation.
• Exposure to AFCA and a sound understanding of Australia's dispute resolution framework.
• Excellent written communication skills with the ability to prepare high-quality customer correspondence.
• Strong analytical and investigative skills with the ability to assess complex information and make balanced decisions.
• Knowledge of consumer credit legislation, financial services regulations or compliance frameworks will be highly regarded.
• Qualifications in Law, Finance or a related discipline are advantageous but not essential.

What's on Offer

• Immediate start available.
• Hybrid working arrangement (3 days in the office, 2 days from home).
• Flexible working options, with part-time candidates (minimum 3 days per week) considered.
• 6-month contract with the potential to extend to 12 months.
• Collaborative team environment with opportunities to further develop your dispute resolution expertise.

If you're looking to take the next step in your career within a respected financial services organisation, we'd love to hear from you. Apply today for a confidential discussion.