Disputes & Compliance Operations Analyst

Zip Co; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks parental leave

Family support policies incl bereav\e/

Mental health & wellbeing initiatives

Wellbeing allowance

Volunteer leave

Discounts with Zip partners

Free breakfast and weekly lunches (SYD

Jury

Job summary

Zip Co is seeking a Compliance Operations Analyst in Sydney to own external disputes management and privacy requests. You will work across Risk and Compliance, Customer Service, Credit, Fraud and Product to deliver fair outcomes while meeting regulatory obligations.

You will manage complex matters with AFCA and other external bodies, drive improvements, and analyze complaint data to identify risks and opportunities. This is a permanent, Sydney-based role focused on customer-first compliance.

Qualifications

• 6+ years of experience in compliance, legal, dispute resolution or financial services.
• Experience with external dispute resolution processes and regulatory requirements.
• Strong written communication and report writing skills.
• Ability to engage external bodies and manage customer complaints.
• Analytical mindset to identify trends and risks.
• Customer-focused approach balancing regulatory obligations and commercial considerations.

Responsibilities

• Manage external disputes end-to-end from intake to resolution.
• Prepare submissions to external dispute resolution bodies.
• Handle privacy requests and respond accurately and timely.
• Coordinate EDR workflow and monitor progress.
• Build relationships with external dispute bodies and internal teams.
• Collaborate with Customer Service, Credit, Fraud and Product to investigate complaints.
• Analyze complaints data to identify trends and risks.
• Provide reporting for risk and governance forums.
• Support development of Zip's EDR framework.
• Assist QA and peer reviews to ensure high-quality handling.
• Share knowledge and train colleagues in complaints management.
• Identify opportunities to improve efficiency and use of AI tools.

Skills

Dispute resolution

Compliance

AFCA knowledge

Stakeholder management

Data analysis

Job description

Zip Co is seeking a Compliance Operations Analyst in Sydney to own external disputes management and privacy requests. You will work across Risk and Compliance, Customer Service, Credit, Fraud and Product to deliver fair outcomes while meeting regulatory obligations.

You will manage complex matters with AFCA and other external bodies, drive improvements, and analyze complaint data to identify risks and opportunities. This is a permanent, Sydney-based role focused on customer-first compliance.