External Disputes & Compliance Specialist

ZipMoney; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Paid leave 25 days

Parental leave 16 weeks

Family support

Wellbeing allowance

Volunteer leave

Zip product discounts

Free breakfast & lunches

Wellbeing platform access

Job summary

Zip Co Limited is seeking an experienced Compliance Operations Analyst to manage external disputes and privacy requests, ensuring fair, timely outcomes. You will collaborate with Risk and Compliance, Customer Service, Credit, Fraud and Product teams to investigate complaints and strengthen Zip's dispute resolution approach.

You will analyze complaint data for trends, contribute to policy development, and support training across teams, leveraging AI and new tools to improve processes and customer

Qualifications

• Experience in compliance, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Ability to manage external disputes and privacy requests with regulatory alignment.

Responsibilities

• Manage external dispute resolution complaints from investigation through to resolution, delivering fair and timely outcomes.
• Prepare submissions to external dispute resolution bodies with evidence and regulatory considerations.
• Coordinate privacy inbox requests ensuring accurate, timely responses consistent with privacy obligations.
• Track and monitor EDR workflow, escalation of complex matters and progress towards timely resolution.
• Build relationships with external dispute resolution bodies and internal stakeholders to resolve complex customer matters.
• Identify trends from complaints and translate insights into practical improvements.

Skills

Compliance experience

Dispute resolution

AFCA knowledge

Financial services

Regulatory compliance

Job description

Zip Co Limited is seeking an experienced Compliance Operations Analyst to manage external disputes and privacy requests, ensuring fair, timely outcomes. You will collaborate with Risk and Compliance, Customer Service, Credit, Fraud and Product teams to investigate complaints and strengthen Zip's dispute resolution approach.

You will analyze complaint data for trends, contribute to policy development, and support training across teams, leveraging AI and new tools to improve processes and customer