External Dispute Resolution Specialist - Customer Advocate

Pioneer Credit; Western Australia; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Discounted gym memberships

Discounted health insurance

Job summary

Pioneer Credit is looking for an External Dispute Resolution Specialist to join the Operational Risk Management Team in Perth. In this role, you will assess and resolve complaints raised through the Australian Financial Complaints Authority (AFCA), ensuring timely and compliant outcomes.

Your expertise in managing customer complaints and disputes will be instrumental in driving continuous improvement and maintaining high service standards. With a focus on empathy, integrity, and sound judgement, you will negotiate resolutions while fostering a positive workplace culture.

Qualifications

• Exceptional written and verbal communication skills with keen attention to detail.
• Experience in complaints handling, dispute resolution or a customer care role.
• Ability to manage challenging customer conversations with professionalism.

Responsibilities

• Reviewing complaints and disputes with care, accuracy and empathy.
• Investigating customer complaints to ensure timely and fair outcomes.
• Negotiating resolutions with clients and customers.

Skills

Written and verbal communication skills

Experience in complaints handling

Attention to detail

Empathy and integrity

Ability to manage challenging conversations

Knowledge of relevant laws and guidelines

Job description

Pioneer Credit is looking for an External Dispute Resolution Specialist to join the Operational Risk Management Team in Perth. In this role, you will assess and resolve complaints raised through the Australian Financial Complaints Authority (AFCA), ensuring timely and compliant outcomes.

Your expertise in managing customer complaints and disputes will be instrumental in driving continuous improvement and maintaining high service standards. With a focus on empathy, integrity, and sound judgement, you will negotiate resolutions while fostering a positive workplace culture.