Complaints Officer

Swoosh Finance is a proudly Australian-owned and operated online lender specializing in personal secured loans.

We are seeking a detail-oriented, determined individual to join our team full-time in managing internal and external complaints. This role reports directly to our in-house Solicitor.

Key Responsibilities

• Investigate verbal and written complaints with a customer-first approach, ensuring all complainants are acknowledged within agreed timelines.

• Make customer-centric decisions and recommendations that are well-documented and clearly articulated.

• Negotiate and reach compromises as needed to achieve timely and fair resolutions.

• Maintain regular contact with complainants, providing consistent updates and prioritizing prompt resolution.

• Collaborate proactively with key stakeholders across lending, hardship, and recoveries teams to resolve disputes efficiently.

• Identify trends and provide actionable feedback to improve internal dispute resolution (IDR) processes.

• Ensure adherence to KPIs, IDR, and external dispute resolution (EDR) timeframes.

• Manage internal IDR and EDR record-keeping for compliance and regulatory reporting.

Skills & Experience

• Proven customer-centric approach with experience managing feedback and escalations.

• Experience in dispute resolution, including working with external ombudsman bodies.

• Strong interpersonal and communication skills (verbal and written).

• Excellent analytical, problem-solving, and decision-making abilities.

• High attention to detail and strong relationship-building skills.

• Proficiency with excel and loan management systems.

• Prior experience in customer complaints handling.

About You

• A team player with integrity, ambition, and strong judgment.

• Exceptional attention to detail and problem-solving skills.

• Effective communicator with the ability to build rapport and manage relationships.

If this sounds like the opportunity for you, please forward your CV and cover letter outlining what you would bring to the role.

Only shortlisted applicants will be contacted.