Senior Dispute Resolution Specialist

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• Engage directly with senior leaders, media teams, and customers for impactful outcomes
• Permanent full-time with flexible hybrid working

The opportunity to join our team

As a Senior Specialist in Customer Resolutions, you will manage and resolve complex complaints, including Executive and Board complaints, as well as high-priority media-related cases. This role requires a high degree of expertise in dispute resolution and will involve regular interaction with senior leaders, internal and external stakeholders to drive timely and fair outcomes for customers. You will play a key role in maintaining a proactive complaint management culture, while continuously identifying opportunities to improve processes and customer experiences across the business.

Key Responsibilities:

• Manage and resolve complex internal and external dispute resolution matters, including Executive, Board, and serious media threat complaints across Mastertrust, Wrap and Advice.
• Conduct thorough complaint investigations, identify root causes, and draft clear, customer-friendly responses to highly complex issues.
• Communicate with customers across various channels to explain complex matters and keep them updated.
• Analyse AFCA Determinations to identify continuous improvement opportunities and collaborate with leadership to embed learnings.
• Foster a proactive complaint management and continuous improvement culture across Customer Resolutions and the wider business.
• Partner with senior leaders, media teams, CoSec, and AFCA to manage complaints and drive positive change for customers.
• Support the GM, Customer Resolutions, in delivering key initiatives and assist with peer reviews where needed.

What you will bring:

• Proven experience in a senior dispute resolution role
• Extensive financial services knowledge with proven complaints experiences across Superannuation, Wealth Management and Advice
• Proven ability to lead through change and adapt to evolving priorities
• Exceptional attention to detail and a commitment to quality outcomes
• Resilient and adaptable, thriving in change and ambiguity
• Excellent written and verbal communication skills
• Ability to work collaboratively in a cross-functional team environment

To Apply

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.

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One of Australia’s leading wealth managers

Founded in 1846 to protect working families, today we’re one of Australia’s leading wealth managers and an ASX top 200 company.

Helping our clients reach their financial goals sooner is our specialty. Few others can match the range of wealth management products and services we offer, or the level of individual tailoring this allows – one of the key reasons for our success.

Our ambition is to create financial wellbeing for every Australian. We use our scale and expertise to offer advice and financial solutions that are easy to access, engaging and affordable. This is how we invest in a future that’s better for everyone.

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