External Dispute Resolution Manager

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

About Us

Over the past 25 years, Bluestone has become a trusted leader in Australian lending, known for delivering flexible, innovative, and straightforward solutions that break the mould of traditional lending. At the heart of everything we do is a commitment to support more Australians achieve their dream of homeownership, because we believe everyone deserves the chance to build their future. We offer our award-winning lending solutions directly to brokers, allowing them to help their clients; from the self-employed, to those with imperfect credit or seeking niche lending needs. It is this spirit of constant innovation and relentless customer focus that earnt us the title of 2025 Non-Bank of the Year. Are you ready to join one of Australia's fastest growing lenders?

The role

The External Dispute Resolution Manager will play a pivotal role in overseeing and managing the resolution of disputes between our organisation and external stakeholders. This position is essential for maintaining positive relationships and ensuring compliance with regulatory standards.

Responsibilities

• Lead and manage the end-to-end external dispute resolution process, from receipt of compliant to final resolution, ensuring adherence to EDR scheme rules and internal policies.
• Act as the primary point of contact and liaison with external dispute resolution bodies (e.g., AFCA in Australia), managing all communications and submissions.
• Conduct thorough investigations into complex and escalated customer complaints, gathering all necessary information and evidence from internal stakeholders.
• Formulate comprehensive and well-reasoned responses to EDR bodies.
• Identify root causes of complaints and collaborate with relevant business units (e.g., Operations, Product, Servicing, Collections) to implement corrective actions and prevent recurrence.
• Monitor EDR trends, analyse complaint data, and provide insights and recommendations to senior management to improve processes and customer experience.
• Develop and deliver training to internal teams on effective complaint handling and EDR processes.
• Ensure all EDR activities comply with relevant regulatory obligations, industry codes, and internal governance frameworks.
• Manage and maintain accurate records of all EDR cases, including outcomes, timelines, and associated costs.
• Contribute to the continuous improvement of Bluestone's internal complaint management framework and EDR strategies.
• Represent Bluestone in EDR conciliation or mediation sessions as required.

Qualifications

• Minimum of 7 years' experience in financial services with at least 3 years' experience in dispute resolution, compliance, legal or complaints management role.
• In-depth knowledge of relevant financial services legislation, regulations and industry codes.
• Exceptional analytical, problem solving and negotiation skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple cases simultaneously.
• Bachelor's degree in a relevant field such as law, business, or finance.

What makes us a great place to work?

Our most important asset is our people. We're committed to investing in our employees and offer a range of holistic perks and benefits to support individual needs. Our supportive and inclusive culture enables our people to grow and learn, to achieve their personal and professional goals, through collaboration and innovation.

Some Of Our Benefits Include

• General leave entitlements including Bluestone Day, birthday leave, study leave, volunteer leave and purchase leave.
• Flexible working arrangements
• Paid parental Leave

Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. If you have any further questions, please reach out to us at ***********@bluestone.com.au