Leading Finance company has a fantastic opportunity for an experienced Disputes Resolutions Specialist to join their Sydney CBD based team.

The primary purpose of the Dispute Resolution Specialist is to receive, refer and resolve customer complaints about both asset finance and mortgages products. When performing their duties, the DRS uses their knowledge of the Financial Services industry products and services, their knowledge and application of legal principles and good industry practice, including industry and regulatory codes.

Duties:

Assessing, investigating and responding to all complaints and disputes received from customers within the required regulatory time-frame

Collaboratively work with internal and external stakeholders (e.g. AFCA) to negotiate suitable options to resolve / settle customer accounts while providing an exceptional customer experience

AFCA conciliation experience

Understand Hardship and have the ability to work with customers to set up support plans

General understand of customer service

Essential Skills and Experience:

The successful applicant will have exceptional interpersonal skills, including a very high level of empathy and genuine care

Min. 2 + years IDR/ EDR experience in the finance or financial services industries with demonstrated knowledge of financial products

Proven knowledge of relevant regulations relating to responsible lending environment, e.g. NCCP; RG209 / RG165 and Debt Collection Guidelines