Compliance Operations Analyst

zipcolimited; Sydney; Presencial; AUD 90.000 - 140.000; Jornada completa

Descripción de la vacante

Zip is seeking a Compliance Operations Analyst in Sydney to own and manage external disputes and privacy requests with a focus on fair customer outcomes. You will collaborate with Risk and Compliance, Customer Service, Credit, Fraud and Product teams to investigate complaints and drive improvements.

You will work with AFCA and similar bodies, prepare submissions, analyse trends, and contribute to evolving the EDR framework while maintaining regulatory compliance and a customer-first approach.

Formación

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Strong written communication skills.
• Sound judgement with a customer-focused approach to sensitive disputes.
• Ability to identify trends and contribute to process improvements.

Responsabilidades

• Manage a portfolio of external dispute resolution complaints from investigation to resolution.
• Prepare clear submissions to external dispute resolution bodies.
• Manage privacy requests via Zip's Australian and New Zealand inboxes.
• Coordinate the EDR workflow and monitor progress to ensure timely resolution.
• Build relationships with external dispute resolution bodies and internal stakeholders.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints.
• Analyse complaint data to identify trends, emerging risks and control gaps.
• Prepare reporting for risk and compliance governance forums.
• Contribute to the development of Zip's EDR framework.
• Support training and capability development in dispute resolution.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes.

Conocimientos

Dispute resolution

Strong written communication

Analytical thinking

Stakeholder collaboration

Regulatory understanding

Descripción del empleo

Help shape fair and meaningful customer outcomes at Zip, taking ownership of complex external disputes and driving improvements that make a real difference.

Bring your experience in financial services, compliance or dispute resolution, with knowledge of AFCA or similar external dispute resolution frameworks.

Permanent, Sydney based individual contributor role, collaborating with teams across Risk and Compliance, Customer Service, Credit, Fraud and Product.

Write your story with a career at Zip

Join Zip's Risk and Compliance team, helping our businesses deliver fair customer outcomes while meeting our regulatory and compliance obligations. We're a collaborative team that brings together risk expertise, sound judgement and a Customer First mindset to help the business navigate complex challenges and continuously improve how we work.

As our Compliance Operations Analyst, you'll play an important role in managing external disputes and privacy requests, ensuring customers receive fair, timely and well considered outcomes.

Working with external dispute resolution bodies including the Australian Financial Complaints Authority (AFCA) and you'll manage complex matters, build effective stakeholder relationships and help strengthen Zip's approach to dispute resolution.

Beyond resolving individual cases, you'll use complaint insights to identify emerging risks, improve processes and contribute to a proactive, customer focused compliance environment.

What you'll own

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements and relevant dispute resolution frameworks.
• Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
• Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
• Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
• Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
• Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
• Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
• Share your knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

What you'll bring to the team

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
• Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
• Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters in a way that is easy to understand.
• Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
• Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.
• Experience navigating customer service and administrative systems to gather information, review evidence and support thorough investigations.
• Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
• A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.
• A proactive and curious mindset, with an interest in i