Customer Advocate & Risk Manager

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

We’re on a mission to become the best specialist lending company in New Zealand and Australia, and we’re looking for ambitious, driven people to help get us there.

We’ve got bold goals and a clear vision for the future. That means exciting opportunities for those ready to champion new ideas, challenge the status quo, and grow alongside us.

If you’re hungry to make an impact, thrive in a fast-paced environment, and love turning ideas into action – you’ll feel right at home here.

We’re looking for an experienced complaints, disputeresolution or compliance professional to take ownership of Avanti FinanceGroup’s customer complaints process across New Zealand and Australia.

This is a role where you’ll investigate complaints, supportfair customer outcomes and turn what you learn into practical improvementsacross the business. You’ll also help our frontline teams build the confidenceand capability to manage customer interactions effectively.

The role

Reporting to the Group Risk Manager, you’ll oversee the complaintsprocess, ensuring that complaints are accurately recorded and appropriatelymanaged.

You’ll manage complaints which have been referred to externaldispute resolution services and provide expert guidance where required, onother complaints.

You’ll work with teams across Avanti to understand what hashappened, consider the information impartially and ensure customers receiveclear, fair and timely responses.

The role also has a strong assurance and improvement focus.You’ll analyse complaints data, identify trends and root causes, and work withthe relevant teams to improve processes and customer outcomes.

You’ll have the opportunity to work across the Group, engagewith senior stakeholders and provide meaningful insights to Avanti’s governanceforums.

What you’ll do

• Overseethe complaints process, and manage complaints that have been referred to externaldispute resolution services
• Ensurecomplaints are investigated independently and impartially, in accordancewith internal policies and regulatory requirements
• Providecustomers with clear, professional and timely responses
• Ensurecomplaints are resolved in line with internal policies and regulatoryrequirements
• Managematters involving Financial Services Complaints Limited in New Zealand andthe Australian Financial Complaints Authority
• Reporton complaint types, sources, response times and resolution times
• Analysecomplaints to identify trends, recurring issues and root causes
• Providecomplaints reporting and insights to senior internal stakeholders,governance forums, as well as required external reporting
• Identifycomplaints management and customer interaction training needs
• Developand deliver training for frontline teams across the Group to support soundcomplaints processes
• Coachand support managers with induction, refresher training and ongoingdevelopment

What we’re looking for

You’ll be someone who can balance customer advocacy withsound judgement and a clear understanding of risk and regulatory obligations.

You’ll be comfortable managing sensitive and sometimescomplex matters. You’ll know how to remain impartial, ask the right questionsand work towards fair and practical outcomes.

You’ll also bring:

• Atleast three years’ experience in complaints handling, dispute resolutionor compliance
• Experiencewithin financial services or another regulated environment
• Strongreport writing skills and the ability to present information clearly
• Experienceusing case management or complaints tracking systems
• Experienceanalysing complaints trends and identifying root causes
• Confidenceengaging with senior stakeholders and governance forums
• Theability to build credible relationships and influence outcomes acrossdifferent teams
• Soundknowledge of relevant legislation and regulatory requirement
  

What's in it for me?

At Avanti Finance, you'll be supported to grow your career, develop new skills and take ownership of your professional development.

You'll have the chance to give back to the community through initiatives such as Duffy Books in Homes and our annual volunteer day programme.

Depending on the role and team, flexible working arrangements may be available to support your work-life balance.

You'll have access to a range of benefits, which include enhanced KiwiSaver employer contributions (on top of your base salary), enhanced parental and secondary carer benefits , free access to a gym, pilates studio, sauna and state-of-the-art end of trip facilities,and fresh fruit in the office .

If you're looking for a place where you can realise your potential, feel supported and make a meaningful contribution, we'd love to hear from you.

Our values are the fabric of what makes Avanti, Avanti

They guide our decisions, shape how we work, set the standards we hold ourselves and each other to, and build the trust that brings us together.

Champion the Customer:We put people at the heart of every decision

Win Together:We achieve more when we work as one

Do What’s Right:We act with integrity and take responsibility

Be Curious:We keep an open mind to new possibilities

Together, these values help create a workplace where people can grow, contribute and do their best work.