External Dispute Resolution Specialist
Apply locations: AUS VIC Melbourne, AUS QLD Other, AUS NSW Other
Time type: Full time
Posted on: Posted 2 Days Ago
This team is all about working together to produce great outcomes for our customers!
No day will ever be the same!
This role will see you becoming an expert in resolving customer disputes through investigations and delivering fair and balanced outcomes.
Reporting to the Customer Relationship Leader you'll:
Resolve customer disputes received from the Australian Financial Complaints Authority (AFCA), and on occasion, other external agencies.
Negotiate fair and reasonable outcomes directly with customers during AFCA's registration period.
Investigate concerns raised by customers via third party agencies.
Respond in writing to both customers and AFCA.
Let's talk about you!
You are customer obsessed and focused on delivering an outstanding customer experience every time!
We are really open on your background, but some things are essential.
You are an expert problem solver and communicator, with previous experience in a complaint management role.
Active listening and negotiating skills with the ability to build rapport quickly.
Ability to define key issues, problems and opportunities.
Understanding of the Dispute Resolution and AFCA Process will be a bonus.
Highly developed decision-making skills, resilient and professional.
Strong attention to detail and analytical skills to prepare written responses and account reconciliations.
Sound like you?
That's a good sign!
In return for your energy and ideas we offer genuine flexible family life/work balance e.g.
adjusted days, hours.
Health, well-being and social initiatives to help you feel well and connected, as well as our hugely popular extra week of leave program.
We always support a safe, healthy, engaging and productive working environment for all employees and workers, whether that be in your home, an office or a combination of both.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident you'd be a good fit, we'd love to hear from you!
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid setup - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate/bereavement leave.
Yearly salary reviews.
Sound like you?
That's a good sign!
In return for your energy and ideas, we offer a flexible working environment and great compensation.
We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money: Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success.
Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values.
Take Ownership, Win Together, Pursue Excellence & Create Tomorrow.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
About Us Why work at Latitude?
In addition to a great culture, challenging work and the chance to grow your career, Latitude also offers a comprehensive suite of employee benefits, designed to be as individual as each of our employees.
From superannuation and short term incentives to flexible working policies and a comprehensive employee assistance program, there are Latitude benefits to support your working and personal life.
Additionally, the 'Congratitude' recognition program exists to reinforce our spirit of teamwork and achievement, and have a little fun along the way.
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