External Disputes & Compliance Analyst (AFCA‑Aware)

Zip Co; Sydney; Vor Ort; AUD 120.000 - 150.000; Vollzeit

Benefits dieser Stelle

25 days paid leave annually

16 weeks parental leave

Family support policies

Wellbeing initiatives

Volunteer leave

Zip product discounts

Team social events

Wellbeing platform access

Zusammenfassung

Zip Co is seeking a Compliance Operations Analyst in Sydney to own external dispute resolution matters and privacy requests, ensuring fair, timely outcomes. You will work across Risk and Compliance, Customer Service, Credit, Fraud and Product teams, leveraging your AFCA experience to strengthen Zip's dispute resolution processes and customer outcomes.

You will manage complex cases, coordinate EDR workflows, and translate insights into practical improvements, while contributing to a proactive

Qualifikationen

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
• Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
• Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters clearly.
• Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
• Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.

Aufgaben

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements.
• Prepare clear, balanced and well-structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
• Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
• Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
• Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
• Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
• Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
• Share knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

Kenntnisse

Compliance

Dispute resolution

AFCA knowledge

Written communication

Analytical thinking

Risk awareness

Stakeholder management

Collaborative approach

AI mindset

Regulatory understanding

Jobbeschreibung

Zip Co is seeking a Compliance Operations Analyst in Sydney to own external dispute resolution matters and privacy requests, ensuring fair, timely outcomes. You will work across Risk and Compliance, Customer Service, Credit, Fraud and Product teams, leveraging your AFCA experience to strengthen Zip's dispute resolution processes and customer outcomes.

You will manage complex cases, coordinate EDR workflows, and translate insights into practical improvements, while contributing to a proactive