Team Leader, Disputes & Compliance — Coach, Improve, Resolve

Equifax; Sydney; Híbrido; AUD 90 000 - 120 000; Tempo integral

Resumo da oferta

Equifax is seeking a Team Leader to empower and guide a team handling corrections, IDR, and EDR, ensuring exceptional service and regulatory adherence. The role emphasizes coaching, QA, and process improvement across daily operations in Brisbane or Sydney.

Responsibilities include leading the team, coaching performance, overseeing QA, resolving escalations, and driving continuous improvement with policy and training material development.

Qualificações

• Tertiary qualification in a relevant field.
• Experience with process improvement methodologies and industry-specific products/services.
• Proven team leadership or supervisory experience in customer service or dispute resolution with case management focus.
• Demonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDR.
• Strong understanding of relevant regulatory frameworks and compliance requirements (e.g., ASIC, AFCA guidelines in Australia).
• Exceptional coaching, mentoring, and performance management skills.
• Excellent written and verbal communication, analytical, and problem-solving abilities.
• Ability to manage multiple priorities, work under pressure, and meet deadlines.
• Proficiency in CRM systems (preferably Salesforce), case management software, and Google Suite.

Responsabilidades

• Lead and develop a collaborative team, managing daily operations and workloads.
• Coach team members on processes, conduct performance reviews, and set objectives.
• Implement and oversee quality assurance for accurate, compliant, and fair case handling.
• Manage escalated issues and analyze disputed transactions.
• Champion continuous improvement, identifying efficiencies and implementing new procedures.
• Develop and maintain process, policy, and training materials.
• Proactively monitor for compliance concerns, analyze operational data for systemic issues, and lead initiatives to address root causes.
• Oversee and resolve highly complex customer escalations, guiding your team on de-escalation.

Conhecimentos

Team leadership

Coaching

Performance management

Analytical

Problem solving

Formação académica

Tertiary qualification in a relevant field

Ferramentas

Salesforce

Case management software

Google Suite

Descrição da oferta de emprego

Equifax is seeking a Team Leader to empower and guide a team handling corrections, IDR, and EDR, ensuring exceptional service and regulatory adherence. The role emphasizes coaching, QA, and process improvement across daily operations in Brisbane or Sydney.

Responsibilities include leading the team, coaching performance, overseeing QA, resolving escalations, and driving continuous improvement with policy and training material development.