External Dispute Resolution & Compliance Specialist (AFCA)

Zip Co; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks paid parental leave

Family support policies including bere

Mental health and wellbeing support

Disability and health perks

Job summary

Zip Co Limited is seeking a Compliance Operations Manager to oversee external disputes and privacy requests, ensuring fair, timely outcomes and strong regulatory alignment. The role collaborates with Risk, Compliance, Customer Service, Credit, Fraud and Product teams across Australia and New Zealand.

You’ll leverage AFCA knowledge, drive EDR workflows, and translate insights into actionable process improvements, fostering a proactive compliance culture.

Qualifications

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
• Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
• Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters in a way that is easy to understand.
• Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
• Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.
• Experience navigating customer service and administrative systems to gather information, review evidence and support thorough investigations.
• Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
• A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.
• A proactive and curious mindset, with an interest in improving dispute resolution processes, controls and customer experiences.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.

Responsibilities

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements and relevant dispute resolution frameworks.
• Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
• Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
• Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
• Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
• Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
• Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
• Share your knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

Skills

External dispute resolution

Written communication

Analytical problem solving

Customer focus

Risk management

Collaboration

AI mindset

Job description

Zip Co Limited is seeking a Compliance Operations Manager to oversee external disputes and privacy requests, ensuring fair, timely outcomes and strong regulatory alignment. The role collaborates with Risk, Compliance, Customer Service, Credit, Fraud and Product teams across Australia and New Zealand.

You’ll leverage AFCA knowledge, drive EDR workflows, and translate insights into actionable process improvements, fostering a proactive compliance culture.