Customer Resolution & Dispute Specialist

Angle Auto Finance; Sydney; On-site; AUD 70,000 - 90,000; 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 program

Purchased annual leave

Diversity flex leave

Job summary

Angle Auto Finance is seeking a Customer Resolution Consultant to manage disputes and complaints with a focus on high-quality service. You will work independently on complex cases while collaborating with the wider team to improve customer outcomes.

You will analyse disputes, gather information, and apply regulatory guidelines to resolve issues effectively. The role emphasizes proactive engagement and risk-aware decision making in a fast-paced environment.

Qualifications

• Tertiary qualification in Legal, Business or similar is beneficial.
• Experience in Financial Services is desirable.
• Analytical mindset with high attention to detail.
• Ability to prioritise work and manage own portfolio.
• Strong knowledge of RG 271 regulatory guidelines.

Responsibilities

• Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints.
• Actively analyse disputes to ensure sufficient information is provided to understand cases.
• Exercise judgment to evaluate situations and manage cases with customers’ and Angle Auto’s interests in mind.
• Listen to customer concerns and understand desired outcomes.
• Adhere to regulatory framework and policy.
• Input data into systems and send templates, following up when required.
• Engage with Quality Assurance and Risk to raise issues and promote improvements.
• Collaborate with colleagues to identify trends and themes for service improvements.
• Contribute to customer service experience through innovation, productivity and efficiency.

Skills

Analytical mindset

Attention to detail

Prioritization

Time management

Regulatory knowledge

Education

Tertiary qualification in Legal, Business or similar

Tools

CRM software

Job description

Angle Auto Finance is seeking a Customer Resolution Consultant to manage disputes and complaints with a focus on high-quality service. You will work independently on complex cases while collaborating with the wider team to improve customer outcomes.

You will analyse disputes, gather information, and apply regulatory guidelines to resolve issues effectively. The role emphasizes proactive engagement and risk-aware decision making in a fast-paced environment.