External Dispute Resolution Specialist

Job title: External Dispute Resolution Specialist

Company: Latitude Financial


Job description: This team is all about working together to produce great outcomes for our customers! No day will ever be the same!This role will see you becoming an expert in resolving customer disputes through investigations and delivering fair and balanced outcomes.Reporting to the Customer Relationship Leader you’ll:Be resolving customer disputes received from the Australian Financial Complaints Authority (AFCA), and on occasion, other external agencies.Negotiate fair and reasonable outcomes directly with customers during AFCAs registration periodInvestigate concerns raised by customers via third party agencies.Respond in writing to both customers and AFCA.Let’s talk about you!

• You are customer obsessed and focused on delivering an outstanding customer experience every time! We are really open on your background, but some things are essential.

You an expert problem solver and communicator, with previous experience in a complaint management role.Active listening and negotiating skills with the ability to build rapport quickly.Ability to define key issues, problems and opportunities.Understanding of the Dispute Resolution and AFCA Process will be a bonusHighly developed decision-making skills, resilient and professionalStrong attention to detail and analytical skills to prepare written responses and account reconciliationsSound like you?That’s a good sign! In return for your energy and ideas we offer genuine flexible family life / work balance e.g. adjusted days, hours. Health, well-being and social initiatives to help you feel well and connected, as well as our hugely popular extra week of leave program.We always support a safe, healthy, engaging and productive working environment for all employees and workers, whether that be in your home an office or a combination of both.Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident you’d be a good fit, we’d love to hear from you!Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner daysFlexibility @ Latitude: Flexible work arrangements – balance work and personal responsibilities, Hybrid set up – work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leaveYearly salary reviews.Sound like you? That’s a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.We’re Latitude, partners in money Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer – but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take Ownership, Win Together, Pursue Excellence & Create Tomorrow.Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.

Expected salary:

Location: Melbourne, VIC

Job date: Fri, 10 Jan 2025 06:19:51 GMT

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