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About the Role

Help shape fair and meaningful customer outcomes at Zip by taking ownership of complex external disputes and driving improvements that make a real difference. This is a permanent, Sydney-based individual contributor role within the Risk and Compliance team, collaborating with various departments to ensure fair customer outcomes and regulatory compliance.

Responsibilities

Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements and relevant dispute resolution frameworks.
Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
Share knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

Requirements

Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters in a way that is easy to understand.
Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.
Experience navigating customer service and administrative systems to gather information, review evidence and support thorough investigations.
Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.
A proactive and curious mindset, with an interest in improving dispute resolution processes, controls and customer experiences.
A mindset that embraces AI and new tools to adapt, learn and grow.
An aptitude for identifying and managing risks.
Customer First, Own It, Stronger Together and Change the Game values.

Skills

Financial services
Compliance
Dispute resolution
AFCA or similar external dispute resolution frameworks
Written communication
Analytical skills
Problem solving
Organisational skills
Collaboration
Risk management
AI and new tools

Location

Sydney

Work Type

Permanent
Hybrid

Experience Level

6+ years

Benefits

25 days paid leave annually, including birthday leave and quarterly wellbeing days
16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
Family support policies including miscarriage bereavement leave and domestic violence leave
Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year
Fee-free Zip products, and discounts with Zip merchant partners (AU)
Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)
Access the Flare Benefits Hub & Novated Leasing: Save on groceries, fuel, tech, fashion, dining and more, with exclusive health perks, wellbeing guidance and potential tax savings on car ownership.

About the Company

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
In Australia and New Zealand, Zip offers access to point of sale credit and digital payment services, connecting customers with merchant partners and helping people take control of how they pay.
We're proud to be a values led business and our values, Customer First, Own It, Stronger Together and Change the Game, guide us in everything we do.

Equal Opportunity

Be a part of a team that reflects the diversity of our customers
We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.