Senior Dispute Resolution Lead - Early Resolution

Australian Financial Complaints Authority Limited; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Australian Financial Complaints Authority Limited is seeking a skilled Dispute Resolution Lead, Early Resolution to support the Dispute Resolution Manager in daily operations. You will coach the team to deliver effective complaints management and outstanding customer service.

You will oversee day-to-day operations, monitor case progression, act as escalation point, conduct monthly 1:1s, and provide best-practice dispute resolution guidance, plus reporting on telephony KPIs.

Qualifications

• Ability to interpret laws and policy and apply them to dispute handling.
• Strong focus on operations, performance improvement and customer service.
• Sound knowledge of DR processes and complaint handling best practices.

Responsibilities

• Manage day-to-day operations of the team and monitor case progression.
• Provide coaching to the team to improve complaints management and service.
• Act as first point of escalation and conduct monthly 1:1s.
• Provide appropriate advice for best practice dispute resolution.
• Produce relevant reporting and monitor telephony performance to meet KPIs.

Skills

Word

Outlook

Excel

PowerPoint

Dispute resolution knowledge

Job description

Australian Financial Complaints Authority Limited is seeking a skilled Dispute Resolution Lead, Early Resolution to support the Dispute Resolution Manager in daily operations. You will coach the team to deliver effective complaints management and outstanding customer service.

You will oversee day-to-day operations, monitor case progression, act as escalation point, conduct monthly 1:1s, and provide best-practice dispute resolution guidance, plus reporting on telephony KPIs.