External Dispute Resolution Specialist in Melbourne

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).

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 risks and opportunities for continuous improvement across products, processes and customer experiences.
• Prepare high-quality submissions, correspondence, settlement agreements and responses for customers, their representatives and AFCA.
• Build and maintain effective working relationships with key stakeholders across Customer, Product, Risk, Operations, Insurance and Legal to achieve positive customer and business outcomes.
• Communicate complex information clearly and confidently, both verbally and in writing, translating technical and financial concepts into plain English.
• Deliver customer‐centric outcomes by balancing empathy, commercial judgement and regulatory requirements.
• Maintain accurate and complete complaint records within complaint management systems and ensure all regulatory timeframes are met.
• Contribute to continuous improvement by sharing complaint insights, supporting root‐cause analysis and recommending enhancements to products, processes and controls.

Qualifications & Experience

• Demonstrated knowledge of ASIC Regulatory Guide 271 (RG271), AFCA Rules and Operational Guidelines, responsible lending obligations, privacy requirements and relevant industry codes of practice.
• Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence and regulatory submissions.
• Minimum two years' experience within banking, financial services or insurance.
• Familiarity with AI tools – comfortable using tools to accelerate insights, automate routine work, prepare reporting and tailor content quickly and effectively.
• Strong analytical and problem‐solving skills, with the ability to investigate complex matters and make balanced, evidence‐based decisions.
• Proven ability to manage competing priorities, work autonomously and meet regulatory and business deadlines.
• A strong customer focus, with the ability to balance customer advocacy, regulatory obligations and commercial outcomes.

Desirable Experience

• Experience managing complaints within an Internal Dispute Resolution (IDR) or External Dispute Resolution (EDR) environment.
• Experience preparing submissions or responding to complaints lodged with AFCA.
• Experience identifying root causes and contributing to continuous improvement initiatives.

Benefits

• Flexible hybrid working model with options to work from home or office.
• Additional week of paid leave each year through the 'Take 5' initiative.
• 24/7 mental and physical wellness support via Sonder app.
• Discounts on Latitude products and services.
• Comprehensive superannuation and short‐term incentives.
• Employee assistance program and flexible working policies.
• Recognition program ('Congratitude').

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.