Description Allied Credit is a leading vehicle finance firm with strategic alliances with global car, marine, and motorcycle brands. Offering white label, joint venture, and floorplan finance, our proprietary software provides a seamless, convenient, and customer-focused finance service to consumers and businesses.
Allied Credit is seeking a Dispute Resolution Officer to join our high-performing and friendly Customer Solutions function. Your core responsibilities will be to manage and resolve customer complaints. You will manage internal as well as external complaints that have been lodged to the Australian Financial Complaints Authority (AFCA). You are required to act fairly, honestly, and efficiently when dealing with customers, whilst maintaining compliance with industry and regulatory standards, and uphold Allied Credit's commitment to excellent customer service. The proposed salary would be between $80-95,000 + super.
What you will be doing
Internal Dispute Resolution Assist with assessing, investigating, and responding to complaints and disputes received from customers within the required regulatory timeframe. Collaboratively work with internal and external stakeholders to negotiate suitable options to resolve/settle accounts whilst providing an exceptional customer experience. Act as a central point for complaints between the applicable internal stakeholders, the complainants, their advisers, and other external stakeholders. Keep accurate and comprehensive records relating to the complaints within your portfolio to ensure compliance with regulatory guidelines and internal record keeping standards. Be a Subject Matter Expert (SME) on the overall complaint process and the end-to-end lending and customer management processes. Proactively identify systemic and/or monitoring issues working with the broader Operations and/or other teams to contribute to the development of company-wide business process improvements and/or influence policy changes to improve customer experience and product delivery. External Dispute Resolution Manage the end-to-end process of external complaints lodged with AFCA, ensuring compliance with AFCA rules, regulations, and time frames. Liaise with AFCA, providing high quality, timely, and accurate responses to information requests, and maintaining open communication throughout the resolution process. Analyse AFCA determinations and implement corrective actions or recommendations as necessary. Prepare comprehensive reports on external dispute resolution activities for internal review and regulatory compliance. Lead AFCA conciliations, including preparations of all information so that the conciliation can be managed effectively. This may include preparing timelines, repayment history information, and involving the appropriate personnel so that decisions can occur quickly. Maintain a resolutions-focused approach whilst also assessing risk and precedence to arrive at appropriate outcomes for the customer and for Allied Credit. Your background
Knowledge of Financial Services, ideally personal lending, and history working within tight Service Level Agreements. Minimum of 2 years' customer service experience within the Finance industry. High proficiency with Word, Excel, and Adobe. High attention to detail; pro-active attitude with the ability to work collaboratively with other functional teams. Able to develop and maintain a thorough understanding of company policies and procedures to ensure consistent and fair dispute resolution outcomes. Informed about relevant industry regulations and legislation, ensuring the dispute resolution process aligns with requirements. Thorough understanding of the current responsible lending environment/NCCP best practices and undertaking projects that are managed in accordance and compliance with these policies, particularly: NCCP RG271 Debt Collection Guidelines Excellent verbal and written communication skills, with the ability to clearly explain complex processes. Strong and empathetic customer-focused approach. Why work for Allied Credit?
Work-life balance - hybrid working arrangements allow working from home and the office, and we are always willing to discuss flexible working options. Wellness day to take a day off for some R&R around your birthday and a Volunteer Day to support your community. Discount offers on selected retailers, car loans, and novated leasing options. A learning environment where we take your development and career aspirations seriously. 16 weeks of paid parental leave along with Salary Continuance Insurance. We want individuals who will buy into Allied Credit's Values of Customer Focus, Adaptability, Risk Confidence, Integrity, and Teamwork.
For information on Allied Credit, please visit our website at .
Please contact Alex Kelly on 0484 109 354 for a confidential discussion or email for further information.
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