Senior Dispute Resolution Specialist – Scams

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

• What Senior Dispute Resolution Specialist Scam...

Showing 2142 Senior Dispute Resolution Specialist Scams jobs in Sydney

The Dispute Resolution Lead, Early Resolution is a key role which supports the Dispute Resolution Manager in effectively managing the day-to-day operations of the team. You will be coaching the team to deliver effective and efficient complaints management and customer service.

What does a day in the role look like?

Working alongside the co-Lead, you will be responsible for the day-to-day operations of the team, including:

• monitoring and timely progression of incoming cases for potential trends/issues
• acting as the first point of escalation
• conducting monthly 1:1's
• providing appropriate advice for best practice dispute resolution.

You will also provide relevant reporting and monitor telephony performance to meet relevant KPIs and drive quality performance to ensure customers are provided with outstanding customer service by providing information relevant to resolve their complaint/enquiry.

To be successful in this role:

You will have a keen interest in operations, performance improvement, ability to interpret laws and policy, and a sound knowledge of our complaint handling practice.

The successful candidate will also:

• be passionate, strategic, quality focused and have great time management skills
• possess highly developed computer literacy skills, Word, Outlook, Excel (Intermediate level) and PowerPoint (Intermediate level)
• have demonstrated in-depth knowledge of DR processes, therefore a minimum tenure of 12 months to apply.
• be available to work full-time (based on 75hr contract).