External Dispute Resolution Lead - Flexible Work

Bluestone Home Loans LLC; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible working

Leave entitlements

Equal opportunity employer

Job summary

Bluestone is seeking an External Dispute Resolution Manager to oversee the resolution of disputes with external stakeholders and ensure regulatory compliance. You will lead investigations, coordinate with AFCA and other bodies, and drive process improvements to enhance customer satisfaction and organizational reputation.

Ideal candidates bring 7+ years in financial services, strong analytical and negotiation skills, and a track record in dispute resolution or complaints management.

Qualifications

• 7+ years in financial services with experience in dispute resolution, compliance, legal or complaints management.
• Strong knowledge of financial services legislation, regulations and codes.
• Excellent analytical and negotiation abilities.
• Clear communication and interpersonal skills.
• Ability to manage multiple cases independently.

Responsibilities

• Lead end-to-end external dispute resolution process from receipt to final resolution.
• Serve as the primary liaison with external dispute resolution bodies (e.g., AFCA).
• Conduct investigations into complex and escalated complaints with internal stakeholders.
• Prepare comprehensive responses to EDR bodies with rationale.
• Identify root causes and drive corrective actions with relevant business units.
• Monitor EDR trends and provide insights to senior management.
• Develop and deliver internal training on complaint handling and EDR.
• Ensure compliance with regulatory obligations and internal governance.
• Maintain accurate records of EDR cases including outcomes and costs.

Skills

Dispute resolution

Compliance

Negotiation

Analytical skills

Communication

Education

Bachelor's degree in law, business, or finance

Job description

Bluestone is seeking an External Dispute Resolution Manager to oversee the resolution of disputes with external stakeholders and ensure regulatory compliance. You will lead investigations, coordinate with AFCA and other bodies, and drive process improvements to enhance customer satisfaction and organizational reputation.

Ideal candidates bring 7+ years in financial services, strong analytical and negotiation skills, and a track record in dispute resolution or complaints management.