Senior Escalated Complaints Expert — Australia (Remote)

Revolut Ltd; Australia; Remote; AUD 95,000 - 130,000; Full time

Job summary

Revolut Ltd in Australia is seeking a Subject Matter Expert (Escalated Complaints) to lead end-to-end external dispute resolution with the Australian Financial Complaints Authority (AFCA). You will act as the bridge between customers, internal teams, and the regulator to resolve complaints efficiently.

In this remote Australia-based role, you will conduct conciliation calls, de-escalate complex issues, and drive improvements through QA/QC checks, data analysis, and collaboration with Product

Qualifications

• 3+ years in customer and financial services handling complex complaints in Australia.
• Fluent English with excellent verbal and written communication.
• Ability to conduct difficult conversations, negotiate, and engage with regulators.
• Strong analytical and problem-solving skills to identify root causes.
• Experience performing QA/QC on customer interactions.
• Attention to regulatory requirements and detail.
• Growth mindset and proactive continuous improvement.

Responsibilities

• Manage end-to-end EDR complaints from AFCA with aim for early resolution within 21 days.
• Conduct outbound conciliation and negotiation calls to de-escalate issues.
• Collaborate with AFCA case workers to align on expectations and trends.
• Perform QA/QC on IDR complaints to ensure regulatory compliance.
• Analyze outcomes and feed insights to Product Owners and units.
• Organise a central archive of dispute data, ensuring accessible records.
• Own problems, policies, or procedures through process improvements.

Skills

Customer service experience

English fluency (C1+)

Negotiation

Regulatory relationship management

QA/QC checks

Attention to detail

Problem solving

Job description

Revolut Ltd in Australia is seeking a Subject Matter Expert (Escalated Complaints) to lead end-to-end external dispute resolution with the Australian Financial Complaints Authority (AFCA). You will act as the bridge between customers, internal teams, and the regulator to resolve complaints efficiently.

In this remote Australia-based role, you will conduct conciliation calls, de-escalate complex issues, and drive improvements through QA/QC checks, data analysis, and collaboration with Product