Dispute Resolution & Customer Relations Specialist

BOQ Group; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking a Customer Relations Consultant – EDR to manage escalated complaints end-to-end, including investigations, written responses, and negotiations, ensuring compliance and fair outcomes.

The role requires deep knowledge of banking regulations (RG 271, Privacy Act) and AFCA/EDR processes, with strong negotiation and communication skills to guide customers through resolution and drive continuous improvement.

Qualifications

• Extensive knowledge of the banking industry including RG 271 and the Privacy Act.
• Experience managing IDR and EDR complaints through AFCA and other Ombudsman schemes.
• Ability to navigate the AFCA process end-to-end and negotiate fair outcomes.
• Ability to interpret legislation and product terms and apply them to complex matters.
• Strong written and verbal communication; organized with strong analytical skills.

Responsibilities

• Manage escalated customer complaints received through AFCA and other dispute bodies from start to resolution.
• Lead investigations, prepare clear, compliant written responses, and negotiate fair outcomes.
• Attend conciliation conferences and collaborate with Legal and internal experts.
• Guide customers through the resolution process with confidence and empathy.
• Identify trends, root causes and systemic issues to support continuous improvement.

Skills

Banking regulatory knowledge

AFCA/EDR complaints experience

Negotiation skills

Written and verbal communication

Data analysis and insights

Job description

BOQ Group is seeking a Customer Relations Consultant – EDR to manage escalated complaints end-to-end, including investigations, written responses, and negotiations, ensuring compliance and fair outcomes.

The role requires deep knowledge of banking regulations (RG 271, Privacy Act) and AFCA/EDR processes, with strong negotiation and communication skills to guide customers through resolution and drive continuous improvement.