Dispute Resolution Specialist – External Dispute Resolution

Credit Corp Group; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus structure

Hybrid work

Strong team environment

Benefits platform

Wellbeing programs

Office snacks and breakfast

Job summary

Credit Corp is seeking a Dispute Resolution Specialist – External Disputes to manage a portfolio of complaints across Australia and New Zealand, liaising with customers, regulators and external bodies to deliver fair, timely resolutions.

You will investigate, apply policy, prepare submissions for AFCA/OAIC and drive continuous improvement in dispute management within a highly experienced team. Hybrid work options and career development within an ASX-listed company are available.

Qualifications

• 2–3 years’ experience in dispute resolution, complaints management, remediation, compliance or related financial services function.
• Experience with AFCA, OAIC or similar external bodies is highly regarded.
• Understanding of financial services regulation and consumer protection obligations.

Responsibilities

• Manage a portfolio of external disputes and complaints from commencement through to resolution.
• Investigate customer complaints, review supporting documentation and assess against legislation and policy.
• Prepare high-quality written responses and submissions for external bodies (AFCA, OAIC).
• Identify resolution strategies balancing customer outcomes, regulatory obligations and commercial considerations.
• Ensure compliance with internal policies, industry guidelines and legislation.
• Build and maintain relationships with internal stakeholders, customers, regulators and external dispute resolution schemes.
• Identify trends and opportunities for process improvement to reduce future complaints.
• Contribute to enhancement of dispute management frameworks and procedures.

Skills

Analytical thinking

Written communication

Stakeholder management

Negotiation

Regulatory knowledge

Education

Law degree or related qualification

Job description

Dispute Resolution Specialist – External Dispute Resolution

As a Dispute Resolution Specialist – External Disputes, you will be responsible for managing a portfolio of complaints and disputes across Australia and New Zealand. Acting as a key liaison between Credit Corp, customers, regulators and external dispute resolution bodies, you will investigate matters thoroughly, assess outcomes objectively and work towards fair, practical and timely resolutions.

This role plays a critical part in supporting regulatory compliance, mitigating risk and driving continuous improvement across our dispute resolution processes.

Key Responsibilities

• Manage a portfolio of external disputes and complaints from commencement through to resolution
• Investigate customer complaints, review supporting documentation and assess matters against legislative, regulatory and internal policy requirements
• Prepare high-quality written responses and submissions for external bodies, including AFCA and OAIC
• Identify appropriate resolution strategies that balance customer outcomes, regulatory obligations and commercial considerations
• Ensure compliance with internal policies, industry guidelines and relevant legislation
• Build and maintain positive relationships with internal stakeholders, customers, regulators and external dispute resolution schemes
• Identify trends, root causes and opportunities for process improvement to reduce future complaints and disputes
• Contribute to the ongoing enhancement of dispute management frameworks, policies and procedures

What We're Looking For

• Previous experience in dispute resolution, complaints management, remediation, compliance or a related financial services function (2-3 years’ experience)
• Experience managing matters involving AFCA, OAIC or similar external bodies is highly regarded
• Understanding of financial services regulation, consumer protection obligations and complaint management frameworks
• Knowledge of the Debt Collection Guidelines, National Credit Code, responsible lending obligations and Privacy Act (desirable)
• Law degree, legal studies or other relevant qualification (highly desirable)
• Strong analytical and critical thinking skills with the ability to assess complex matters and make sound recommendations
• Exceptional written communication skills, including preparation of formal submissions and complaint responses
• Strong stakeholder management and negotiation skills

What's In It For You?

• Competitive salary package with a performance-based bonus structure
• Flexible hybrid working arrangements that support work-life balance
• Collaborative, supportive and highly experienced team environment
• Employee benefits and discounts platform
• Health and wellbeing initiatives including online fitness training, Employee Assistance Program, discounted health insurance and gym memberships
• Breakfast and fresh fruit provided in the office
• 'Dress For Your Day' workplace policy, from smart casual to business attire
• Career development opportunities within a growing ASX-listed organisation

About Us

Credit Corp is Australia's largest provider of sustainable financial services to the credit-impaired consumer segment. We are an ASX-listed company with over 2,000 employees across Australia, New Zealand, the Philippines, the United Kingdom and the United States.

We work closely with regulators to provide sustainable financial solutions that help improve our customers' circumstances and support their pathway to mainstream financial inclusion.

The diversity of our people is central to our success. We are committed to building an inclusive workplace that reflects the communities in which we operate and encourages applications from people of all backgrounds.

We also strongly encourage applications from Aboriginal and Torres Strait Islander peoples