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About the Role
This role focuses on dispute resolution, complaints management, and proactive customer engagement to resolve issues and reinforce customer relationships. It is ideal for individuals who enjoy detailed problem-solving and providing high-quality service, working both independently and collaboratively.
Responsibilities
- Manage dispute resolution, complaints management, and proactive customer engagement for IDR and EDR complaints.
- Analyze disputes to ensure sufficient information is available for a full understanding.
- Exercise discretion and independent judgment to evaluate situations, assess risk, and manage cases considering both customer and company interests.
- Listen to and interpret customer concerns, feedback, and desired outcomes.
- Adhere to relevant regulatory frameworks and policies.
- Input data into systems, send templates, and follow up on required information.
- Engage with Quality Assurance and Risk functions to raise issues and promote improvements.
- Collaborate with colleagues to identify emerging trends, themes, and general issues.
- Contribute to customer service experience through innovation, productivity, and efficiency to foster a customer-focused culture.
Requirements
- Tertiary qualification in Legal, Business, or similar is beneficial, but not essential.
- Previous experience working in Financial Services is desirable.
- Proven experience in a similar role.
- Analytical mindset and high attention to detail.
- Ability to prioritize work and manage own portfolio.
- Strong knowledge of Regulatory guidelines including RG 271.
Skills
- Dispute resolution
- Complaints management
- Customer engagement
- Problem-solving
- Analytical skills
- Attention to detail
- Prioritization
- Portfolio management
- Regulatory knowledge
Location
- Remote
Work Type
- Full-time
Experience Level
- Proven experience in a similar role
Education Level
- Tertiary qualification in Legal, Business or similar is beneficial
Benefits
- Birthday leave
- Health and wellbeing leave
- Volunteering day
- $500 ergonomic equipment reimbursement
- Recruitment referral program (up to $5,000)
- Employee rate program for auto finance
- Paid parental leave
- SPARK employee benefits program (discounts, wellbeing support)
- Purchased annual leave
- Diversity flex leave
About the Company
- Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce.
Equal Opportunity
- Commitment to ensuring equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.