Customer Advocate & Risk Champion (Complaints & Compliance)

Avanti Finance Group; Auckland; Hybrid; NZD 90,000 - 130,000; Full time

Job summary

Avanti Finance Group is seeking an experienced complaints, dispute resolution or compliance professional to own the customer complaints process across New Zealand and Australia. You will oversee investigations, provide timely, fair responses and drive improvements across the business.

Reporting to the Group Risk Manager, you’ll analyse data, identify trends and work with teams to enhance processes and customer outcomes.

Qualifications

• At least three years’ experience in complaints handling, dispute resolution or compliance.
• Experience in financial services or another regulated environment.
• Strong report-writing skills and the ability to present information clearly.
• Experience using case management or complaints tracking systems.
• Experience analysing complaints trends and identifying root causes.
• Confidence engaging with senior stakeholders and governance forums.
• Sound knowledge of relevant legislation and regulatory requirements.

Responsibilities

• Oversee the complaints process, and manage complaints that have been referred to external dispute resolution services.
• Ensure complaints are investigated independently and impartially, in accordance with internal policies and regulatory requirements.
• Provide customers with clear, professional and timely responses.
• Ensure complaints are resolved in line with internal policies and regulatory requirements.
• Manage matters involving Financial Services Complaints Limited in New Zealand and the Australian Financial Complaints Authority.
• Report on complaint types, sources, response times and resolution times.
• Analyse complaints to identify trends, recurring issues and root causes.
• Provide complaints reporting and insights to senior internal stakeholders, governance forums, as well as required external reporting.
• Identify complaints management and customer interaction training needs.
• Develop and deliver training for frontline teams across the Group to support sound complaints processes.
• Coach and support managers with induction, refresher training and ongoing development.

Skills

Complaints handling

Dispute resolution

Compliance

Regulatory knowledge

Stakeholder engagement

Relationship building

Report writing

Tools

Case management system

Complaints tracking system

Job description

Avanti Finance Group is seeking an experienced complaints, dispute resolution or compliance professional to own the customer complaints process across New Zealand and Australia. You will oversee investigations, provide timely, fair responses and drive improvements across the business.

Reporting to the Group Risk Manager, you’ll analyse data, identify trends and work with teams to enhance processes and customer outcomes.