External Disputes & Compliance Operations Analyst

zipcolimited; Sydney; On-site; AUD 90,000 - 140,000; Full time

Job summary

Zip is seeking a Compliance Operations Analyst in Sydney to own and manage external disputes and privacy requests with a focus on fair customer outcomes. You will collaborate with Risk and Compliance, Customer Service, Credit, Fraud and Product teams to investigate complaints and drive improvements.

You will work with AFCA and similar bodies, prepare submissions, analyse trends, and contribute to evolving the EDR framework while maintaining regulatory compliance and a customer-first approach.

Qualifications

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Strong written communication skills.
• Sound judgement with a customer-focused approach to sensitive disputes.
• Ability to identify trends and contribute to process improvements.

Responsibilities

• Manage a portfolio of external dispute resolution complaints from investigation to resolution.
• Prepare clear submissions to external dispute resolution bodies.
• Manage privacy requests via Zip's Australian and New Zealand inboxes.
• Coordinate the EDR workflow and monitor progress to ensure timely resolution.
• Build relationships with external dispute resolution bodies and internal stakeholders.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints.
• Analyse complaint data to identify trends, emerging risks and control gaps.
• Prepare reporting for risk and compliance governance forums.
• Contribute to the development of Zip's EDR framework.
• Support training and capability development in dispute resolution.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes.

Skills

Dispute resolution

Strong written communication

Analytical thinking

Stakeholder collaboration

Regulatory understanding

Job description

Zip is seeking a Compliance Operations Analyst in Sydney to own and manage external disputes and privacy requests with a focus on fair customer outcomes. You will collaborate with Risk and Compliance, Customer Service, Credit, Fraud and Product teams to investigate complaints and drive improvements.

You will work with AFCA and similar bodies, prepare submissions, analyse trends, and contribute to evolving the EDR framework while maintaining regulatory compliance and a customer-first approach.