Dispute Resolution Specialist

Work Initiatives; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

ME Days

Hybrid Working Model

Inclusive Holidays

10 Weeks Paid Parental Leave

Learning & Development Budget

Novated Car Lease

Job summary

GROW Inc in Melbourne seeks a Dispute Resolution Specialist to join our centre of excellence for complaint handling in the superannuation space. You will manage end-to-end disputes, deliver fair and timely outcomes, and uphold RG271 guidelines, collaborating with a dedicated team.

With 3+ years in financial services dispute resolution, you will bring strong negotiation, communication, and time-management skills to a fast-paced environment.

Qualifications

• 3+ years experience in financial services dispute resolution.
• Superannuation experience desirable.
• Strong customer focus and negotiation skills.

Responsibilities

• Handle end-to-end complaint resolution for superannuation disputes.
• Deliver fair and timely outcomes for complainants per RG271 guidelines.
• Identify insights to improve member experience and prevent complaints.

Skills

Customer facing

Negotiation

Communication

Time management

Team collaboration

Job description

Company Description Whether you're working from home or on your way to the office, chances are you're probably reading this because you're seeking a new adventure, or you're up for a new challenge. GROW Inc might just be that for you!

So, who is GROW Inc? Founded in 2016, we're the Australian FinTech success story solving major problems in the Superannuation and Managed Funds industries. The administration platforms (the software that tracks everything to do with your super and investments) that you see today are built on things you or your parents would recognise from the glory days of 90's computing - we're revamping the way this is done through modern, powerful technology to create a better experience for you and every other Australian.

How are we doing it? We're solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology. We're making super and investments more timely and making the information more accessible whilst enabling wealth management companies to offer more cost effective solutions: all with the goal of improving the financial wellbeing of all Australians.

Now with over 1 million Australians using our technology every day, we're ramping up as we build new products and enter new industries, and we're looking for talented, driven people (just like yourself!) to join us. We're rebels with a cause. We're authentic, diverse, and we embrace our differences as we continue to put a dent in the universe.

We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day. As a Dispute Resolution Specialist, you will be working within a centre of excellence for complaint resolution, delivering fair and timely outcomes for complainants, adhering to RG271 guidelines. We are responsible for the end-to-end complaint handling process for the Trustee office overseeing simple and complex superannuation complaints.

We also influence change to deliver a better experience for members and provide meaningful insights to better identify, manage and prevent complaints. What are we looking for? 3 years or more experience in the financial services dispute resolution domain - essential.

• Superannuation experience - highly desirable.
• A strong customer focus, with demonstrated experience of being in a customer-facing role.
• Exceptional negotiation skills.

• Ability to take ownership of your caseload and apply effective decision‑making skills.
• Excellent communication skills, both verbal and written.
• Strong time management skills, with the ability to prioritise effectively.

• Good commercial acumen.
• Someone who can thrive in a fast-paced environment.
• The ability to demonstrate resilience and tenacity.

• Someone who enjoys working in a team and collaborating with others.

• ME Days - Take an additional 4 days of leave off per year to support your wellbeing and recharge the batteries!
• Hybrid Working Model - We've adopted a true hybrid work approach!

• Inclusive Holidays - Flexibility to swap public holidays to recognise what matters most to you!
• 10 Weeks Paid Parental Leave - Irrespective of parenting role, as well as Superannuation contributions for new parents while on unpaid parental leave for a period of up to 12 months!
• Learning & Development Budget - Up to $500 per year to use on your own development!

Novated Car Lease - Save on tax and running costs by salary packaging your next car through a novated lease!

You never know, you could be the perfect person to join our team!