Senior External Dispute Resolution Expert

Qudos Bank; Sydney; Híbrido; AUD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible working options

Competitive salary

Resumo da oferta

Bank Australia seeks a Senior Specialist, External Dispute Resolution to manage complex AFCA complaints and independent reviews from investigation through resolution. You will act as a trusted advisor, guiding the business on dispute handling and compliance while strengthening risk management and continuous improvement across the bank.

In this role you will lead careful investigations, assess evidence, and develop well‑reasoned, customer‑focused positions, partnering with frontline teams and

Qualificações

• Demonstrated experience managing complex and escalated complaints within banking or heavily regulated environments.
• Deep knowledge of AFCA processes and external dispute resolution obligations.
• Strong ability to provide specialist guidance to leaders and frontline teams.

Responsabilidades

• Manage a portfolio of complex AFCA complaints and external dispute matters from investigation to resolution.
• Conduct detailed investigations, assess evidence, and develop well-reasoned positions.
• Provide specialist advice on fraud, financial hardship, payments and lending-related issues.
• Coach and support leaders to strengthen complaint handling capability across the bank.
• Prepare high-quality responses and submissions for external parties.
• Build relationships with customers, stakeholders and external dispute resolution bodies.
• Identify emerging risks and opportunities to strengthen complaint management and governance.

Conhecimentos

AFCA complaints management

Independent reviews

Regulatory knowledge

Stakeholder management

Investigative analysis

Written and verbal communication

Formação académica

Legal qualifications or regulatory exposure

Descrição da oferta de emprego

Bank Australia seeks a Senior Specialist, External Dispute Resolution to manage complex AFCA complaints and independent reviews from investigation through resolution. You will act as a trusted advisor, guiding the business on dispute handling and compliance while strengthening risk management and continuous improvement across the bank.

In this role you will lead careful investigations, assess evidence, and develop well‑reasoned, customer‑focused positions, partnering with frontline teams and