Dispute Resolution Officer

Revolut Ltd; Australia; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Financial benefits

Work from home

Revolut Metal

Team events

Job summary

Revolut Ltd in Australia is seeking a Dispute Resolution Officer to manage AFCA complaints and support a fast-growing customer-focused team. You will liaise with regulators, product teams and customers to drive fair outcomes while upholding strict compliance standards.

The role emphasizes clear communication, meticulous record-keeping, and proactive problem solving in a dynamic fintech environment. Flexible work arrangements are available with strong focus on customer outcomes.

Qualifications

• 3+ years in customer and financial services in Australia.
• Fluent English, strong written and verbal skills.
• Ability to conduct difficult conversations and manage regulatory relationships.
• Experience performing QA/QC on customer interactions.
• Detail-oriented with regulatory compliance focus.

Responsibilities

• Manage end-to-end EDR complaints from AFCA with a 21-day resolution focus.
• Conduct outbound conciliation and negotiation calls to de-escalate issues.
• Build collaborative AFCA relationships and discuss complaints with case workers.
• Perform QA/QC on IDR complaints to identify gaps and ensure compliance.
• Analyse EDR outcomes and feed insights to Product Owners.
• Organise central archive of dispute data with accurate records.
• Proactively drive process improvements and project management.

Skills

Customer exp

English fluency

Communication skills

Problem solving

QA/QC experience

Job description

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 15,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Dispute Resolution Officer to resolve external complaints. You'll be the primary point of contact for the Australian Financial Complaints Authority (AFCA), acting as the bridge between our customers, internal teams, and the regulator.

Up to shape what's next in finance? Let's get in touch.

What you'll be doing

• Managing end-to-end EDR complaints from AFCA, with a strategic focus on achieving fair, early resolution within the first 21 days of receipt
• Conducting outbound conciliation and negotiation phone calls to de-escalate complex issues, rebuild trust, and drive positive customer outcomes
• Cultivating a collaborative relationship with AFCA, taking proactive calls with case workers to discuss specific complaints, align on expectations, and identify emerging industry trends
• Conducting rigorous quality assurance (QA) and quality control (QC) on internal dispute resolution (IDR) complaints to identify gaps and ensure regulatory compliance
• Analysing EDR complaint outcomes and feeding actionable insights back to Product Owners and relevant business units to drive continuous improvements
• Organising and maintaining a central archive of dispute data, ensuring accurate, accessible, and compliant record-keeping
• Going above and beyond by taking ownership of problems, policies, or procedures through proactive process building and project management

What you'll need

• 3+ years of experience in customer and financial services, with expertise handling complex complaints or disputes in Australia
• Fluency in English (C1+ level)
• Outstanding verbal and written communication skills to confidently conduct difficult phone conversations, negotiate effectively, and manage external regulatory relationships
• Solid critical thinking and problem-solving abilities to investigate complex issues, get to the root cause, and implement preventative measures
• Experience conducting QA and QC checks on customer interactions and complaint handling
• Meticulous attention to detail and a strict commitment to meeting regulatory requirements and expectations
• A growth mindset, resilience under pressure, and a proactive approach to continuous improvement

Nice to have

• Direct experience dealing with AFCA

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice

Get what you need to succeed

• Financial benefits that show we value your work
• Flexibility to work from home, the office, or abroad
• A Revolut Metal subscription loaded with perks
• Exciting events year-round so you can get to know your team