Senior External Dispute Resolution Specialist

Bank Australia Limited; Sydney; Ibrido; AUD 120.000 - 150.000; Tempo pieno

Descrizione del lavoro

Bank Australia Limited is seeking a Senior Specialist, External Dispute Resolution to lead end-to-end management of AFCA complaints and independent reviews. You will investigate complex matters, develop well-reasoned positions, and advise across fraud, hardship, payments, and lending.

The role involves coaching teams, preparing submissions, and strengthening dispute-handling practices for better customer outcomes.

Competenze

• Experience managing AFCA complaints and external reviews.
• Knowledge of banking products and customer issues.
• Ability to prepare high-quality responses and findings.

Mansioni

• Manage portfolio of AFCA complaints and external reviews through investigation and resolution.
• Conduct detailed investigations, assess evidence and develop fair customer outcomes.
• Provide specialist advice on complex complaints across fraud, hardship, payments, lending.
• Coach leaders and frontline teams to strengthen complaint handling capability.
• Prepare high-quality responses and review findings for customers and external parties.
• Build relationships with customers, stakeholders and external dispute resolution bodies.
• Identify risks and opportunities to improve complaint management practices.

Conoscenze

AFCA complaints

Stakeholder management

Investigations

Strong communication

Regulatory knowledge

Formazione

Legal qualifications

Descrizione del lavoro

Bank Australia Limited is seeking a Senior Specialist, External Dispute Resolution to lead end-to-end management of AFCA complaints and independent reviews. You will investigate complex matters, develop well-reasoned positions, and advise across fraud, hardship, payments, and lending.

The role involves coaching teams, preparing submissions, and strengthening dispute-handling practices for better customer outcomes.