Customer Resolution Consultant

AAF01 Angle Auto Finance; Sydney; On-site; AUD 75,000 - 105,000; Full time

Benefits offered by this job

Birthday leave

Health and wellbeing leave

Volunteering day

$500 ergonomic equipment reimbursement

Recruitment referral program

Employee rate program

Paid parental leave

SPARK benefits program

Purchased annual leave

Diversity flex leave

Job summary

Angle Auto Finance is seeking a Customer Resolution Consultant in Sydney to manage dispute resolution, complaints handling, and proactive customer engagement. You will resolve complex issues, analyse disputes, and collaborate with QA, Risk, and frontline teams to improve customer outcomes.

The role emphasizes attention to detail, regulatory knowledge (RG 271), and the ability to prioritise multiple cases while maintaining high service standards. Attractive employee benefits apply.

Qualifications

• Analytical mindset and high level of attention to detail.
• Experience in financial services and dispute resolution preferred.
• Ability to prioritise work and manage own portfolio.
• Knowledge of RG 271 regulatory guidelines.

Responsibilities

• Be accountable for dispute resolution and complaints management for IDR/EDR.
• Analyse disputes and ensure sufficient information is provided.
• Independently assess risk and determine resolution path with customers’ and Angle Auto’s interests in mind.
• Listen to customer concerns and understand desired outcomes.
• Adhere to regulatory framework and internal policies.
• Input data into systems and manage templates and follow-ups.
• Collaborate with QA and Risk to raise issues and drive improvements.
• Identify trends and contribute to a customer-focused culture.

Skills

Analytical mindset

Attention to detail

Prioritisation

Dispute resolution

Regulatory knowledge RG 271

Financial services experience

Education

Tertiary qualification in Legal or Business

Job description

As a Customer Resolution Consultant you are responsible for dispute resolution, complaints management and proactive customer engagement to resolve issues and to reinforce the value of the customers relationship within the business.

This role is for someone who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved.

You will work independently on individual cases but also in collaboration within the wider business. You will be required to manage multiple tasks simultaneously while maintaining excellent service, in difficult circumstances.

Core Responsibilities

• Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints.
• Actively analyse disputes, ensuring sufficient information has been provided to fully understand the disputes.
• The Customer Resolution Consultant acts independently and exercises a high degree of discretion and independent judgement to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Angle Auto’s interests in mind.
• Listen and interpret customer concerns and feedback, and understand their desired outcomes.
• Adherence to relevant regulatory framework and policy.
• Input all data into systems, send out templates and follow up on further information, if required.
• Engage with Quality Assurance and Risk function to raise issues and promote improvements.
• Work closely with colleagues in identifying emerging trends, themes and general issues.
• Contribute to our customer service experience through innovation, productivity and efficiency to drive a customer focused culture to improve the customer experience.

Qualifications & Experience

• Tertiary qualification in Legal, Business or similar is beneficial, but not essential.
• Previous experience working in Financial Services is desirable.
• Proven experience in a similar role in.
• Analytical mindset and high level of attention to detail.
• Ability to prioritise work and manage own portfolio.
• Strong knowledge of Regulatory guidelines including RG 271.

Employee Benefits

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.
• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
• Paid parental leave: Be there for life’s most important moments with time to support your growing family.
• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
• Purchased annual leave: Gain extra flexibility by purchasing additional leave.
• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

We'd love to hear from you

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.

Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance from a different angle – offering choice and flexibility, to enable Australians to realise their dreams.

Our culture pillars represent our true strength and the things we can continue to build to get better. They describe what is unique and central to Angle Auto. The things we can’t afford to lose, our true strengths that we must continue to build on. There are no passengers here. Just a group of like-minded people working together to make a positive impact. We take pride in our work and doing things the right way. The road might not always be smooth, but doing your best work in an environment that supports your drive is truly rewarding. Our industry doesn’t stand still. And neither do we. With one eye firmly on the future, we’re igniting new ideas and ways of working that drive us all forward.