Customer Resolution Specialist | Finance & Compliance

Nissan; Melbourne; Hybrid; AUD 88,000 - 108,000; Full time

Benefits offered by this job

Hybrid work arrangement

Vehicle lease option

Salary incl. super

Job summary

Nissan Financial Services is seeking a Customer Resolution Officer in Mulgrave (Hybrid) to resolve customer disputes fairly. You’ll assess root causes, coordinate with AFCA, IFSO and internal teams, and ensure timely documented outcomes.

Ideal candidates have experience in complaints handling within finance, strong communication, and problem-solving skills. The role offers a hybrid work arrangement and an avenue to build regulatory expertise in financial services.

Qualifications

• Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.
• A working understanding of RG 271 and the regulatory environment for credit.
• Excellent written and verbal communication, with strong negotiation and problem-solving skills.
• A sharp eye for detail and the ability to manage competing priorities and deadlines.
• Confidence working independently and under pressure.
• Strong computer skills and confidence across multiple systems.

Responsibilities

• Own disputes from start to finish, from initial complaint through to final decision.
• Resolve matters in line with AFCA and IFSO requirements and relevant regulations, including RG 271.
• Prepare clear documentation such as final decision letters, settlement terms and AFCA or IFSO submissions.
• Partner with internal teams and external bodies to bring matters to a fair and timely outcome.
• Deliver service excellence by meeting and exceeding regulatory timeframes.
• Strengthen our processes by identifying improvements that make complaints handling more efficient.

Skills

Dispute resolution

Complaints management

Customer service

Regulatory compliance

Negotiation

Job description

Nissan Financial Services is seeking a Customer Resolution Officer in Mulgrave (Hybrid) to resolve customer disputes fairly. You’ll assess root causes, coordinate with AFCA, IFSO and internal teams, and ensure timely documented outcomes.

Ideal candidates have experience in complaints handling within finance, strong communication, and problem-solving skills. The role offers a hybrid work arrangement and an avenue to build regulatory expertise in financial services.