External Dispute Resolution Lead (EDR) | Flexible Work

Work Initiatives; North Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working arrangements

Bluestone Day

Paid parental Leave

Job summary

Bluestone is seeking an External Dispute Resolution Manager in Australia to oversee the full cycle of external dispute handling. You will liaise with external dispute bodies, investigate complex complaints, and craft robust responses while driving root cause analysis and corrective actions across Operations, Product, Servicing and Collections.

The role emphasizes regulatory compliance, data-driven insights, and training to enhance the customer experience.

Qualifications

• 7+ years in financial services with 3+ years in dispute resolution, compliance, legal or complaints management.
• Deep knowledge of financial services legislation, regulations and industry codes.
• Excellent analytical, problem solving and negotiation abilities.

Responsibilities

• Lead end-to-end external dispute resolution process from receipt to final resolution per EDR rules.
• Act as primary liaison with external dispute resolution bodies (e.g., AFCA).
• Investigate complex complaints and gather evidence from internal stakeholders.
• Draft comprehensive responses to EDR bodies with clear reasoning.
• Identify root causes and work with Operations, Product, Servicing, Collections to implement fixes.
• Monitor EDR trends, analyze data, and advise senior management.
• Develop and deliver training on complaint handling and EDR processes.
• Ensure compliance with regulatory obligations and governance frameworks.
• Maintain accurate records of EDR cases, outcomes and costs.
• Represent Bluestone in EDR conciliation or mediation sessions.

Skills

Analytical skills

Negotiation skills

Communication skills

Interpersonal skills

Education

Bachelor's degree in law, business or finance

Job description

Bluestone is seeking an External Dispute Resolution Manager in Australia to oversee the full cycle of external dispute handling. You will liaise with external dispute bodies, investigate complex complaints, and craft robust responses while driving root cause analysis and corrective actions across Operations, Product, Servicing and Collections.

The role emphasizes regulatory compliance, data-driven insights, and training to enhance the customer experience.