External Dispute Resolution Manager

Bluestone Home Loans; 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

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’s 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. The successful candidate will be responsible for developing strategies to resolve conflicts efficiently and effectively, thereby enhancing customer satisfaction and organisational reputation.

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

Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. If you feel that you meet some, but not all the requirements above, we still encourage you to apply.

If you have any further questions, please reach out to us at [e-mail]