Subject Matter Expert (Escalated Complaints)

Revolut Ltd; Australia; Presencial; AUD 95.000 - 130.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service experience

English fluency (C1+)

Negotiation

Regulatory relationship management

QA/QC checks

Attention to detail

Problem solving

Descripción del empleo

Subject Matter Expert (Escalated Complaints)

Remote: Australia

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Subject Matter Expert in external dispute resolution to resolve complaints. You'll be the primary point of contact for the Australian Financial Complaints Authority (AFCA), acting as the bridge between our customers, internal teams, and the regulator.

Up to shape what's next in finance? Let's get in touch.

What you'll be doing

• Managing end-to-end EDR complaints from AFCA, with a strategic focus on achieving fair, early resolution within the first 21 days of receipt
• Conducting outbound conciliation and negotiation phone calls to de-escalate complex issues, rebuild trust, and drive positive customer outcomes
• Cultivating a collaborative relationship with AFCA, taking proactive calls with case workers to discuss specific complaints, align on expectations, and identify emerging industry trends
• Conducting rigorous quality assurance (QA) and quality control (QC) on internal dispute resolution (IDR) complaints to identify gaps and ensure regulatory compliance
• Analysing EDR complaint outcomes and feeding actionable insights back to Product Owners and relevant business units to drive continuous improvements
• Organising and maintaining a central archive of dispute data, ensuring accurate, accessible, and compliant record-keeping
• Going above and beyond by taking ownership of problems, policies, or procedures through proactive process building and project management

What you'll need

• 3+ years of experience in customer and financial services, with expertise handling complex complaints or disputes in Australia
• Fluency in English (C1+ level)
• Outstanding verbal and written communication skills to confidently conduct difficult phone conversations, negotiate effectively, and manage external regulatory relationships
• Solid critical thinking and problem-solving abilities to investigate complex issues, get to the root cause, and implement preventative measures
• Experience conducting QA and QC checks on customer interactions and complaint handling
• Meticulous attention to detail and a strict commitment to meeting regulatory requirements and expectations
• A growth mindset, resilience under pressure, and a proactive approach to continuous improvement

Nice to have

• Direct experience dealing with AFCA

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Get what you need to succeed

• Financial benefits that show we value your work
• Flexibility to work from home, the office, or abroad
• A Revolut Metal subscription loaded with perks
• Exciting events year-round so you can get to know your team