Dispute Resolution Officer – AFCA Liaison (Remote)

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

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.