Dispute Resolutions Specialist

Salt; Sydney; A distancia; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Contract position: 6 months

Professional development opportunities

Descripción de la vacante

Salt is seeking 3 Dispute Resolution Specialists for a 6-month fixed-term contract to join our complaints and resolutions team. You will investigate and resolve complex customer and merchant disputes, draft regulatory responses, and help deliver fair outcomes in a highly regulated fintech environment.

Ideal candidates have experience in complaints handling, dispute resolution, escalations or customer advocacy, with strong written communication and the ability to manage multiple cases with

Formación

• Experience in dispute resolution, complaints handling or escalations within financial services.
• Strong written communication skills with ability to draft formal findings and responses.
• Ability to manage multiple complex cases with high attention to detail.

Responsabilidades

• Investigate and resolve escalated customer and merchant disputes.
• Manage complex complaints that have progressed beyond frontline support.
• Prepare Internal Dispute Resolution (IDR) responses.
• Draft detailed responses for AFCA and other external dispute resolution bodies.
• Review documentation to determine fair customer outcomes.
• Maintain accurate case records and ensure regulatory compliance.
• Collaborate with Operations, Compliance, Risk and Product teams.

Conocimientos

Dispute resolution

Complaints handling

Escalations

Customer advocacy

Analytical thinking

Descripción del empleo

100% Remote | Australia (Sydney or Melbourne Preference) | 6-Month Fixed-Term Contract

Salt Search has partnered with a leading global fintech payments organisation to recruit 3 Dispute Resolution Specialists to join a growing complaints and resolutions team. In this role, you'll investigate and resolve complex customer and merchant disputes, prepare formal regulatory responses, and help deliver fair, transparent outcomes in a highly regulated environment.

This is an excellent opportunity for someone with experience in complaints handling, dispute resolution, escalations or customer advocacy who enjoys problem-solving, critical thinking and navigating complex cases.

Key Responsibilities

• Investigate and resolve escalated customer and merchant disputes.
• Manage complex complaints that have progressed beyond frontline support.
• Prepare Internal Dispute Resolution (IDR) responses.
• Draft detailed responses for AFCA and other external dispute resolution bodies.
• Review documentation and supporting evidence to determine fair customer outcomes.
• Manage multiple active cases while meeting quality and service standards.
• Analyse complaint trends and identify opportunities for process improvement.
• Maintain accurate case records and ensure compliance with regulatory requirements.
• Partner with teams across Operations, Compliance, Risk and Product to resolve complex matters.

Experience Required

• Experience in dispute resolution, complaints handling, escalations, customer advocacy or case management.
• Financial services, banking, insurance, BNPL, lending, payments, credit or fintech experience.
• Strong written communication skills, including drafting formal findings and responses.
• Excellent analytical and problem-solving abilities.
• Able to manage multiple priorities in a fast-paced environment.
• High attention to detail and strong judgement.
• Customer-focused with the ability to remain objective when assessing complex situations.

Highly Regarded

• Experience managing AFCA, FDRS or other external dispute resolution matters.
• Knowledge of Australian and New Zealand regulatory frameworks.
• Experience handling vulnerable customer or escalated complaint cases.
• Available for an immediate start!

What's on Offer

• 100% remote working arrangement. However, offices are located in Sydney and Melbourne with opportunities/expectations for in-person collaboration.
• Full leave entitlements including annual leave, personal leave and public holidays.
• Potential extension, permanent conversion or future internal opportunities.
• High-autonomy role within a supportive and collaborative team.
• Exposure to complex regulatory and dispute resolution matters in a leading fintech environment.

At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.