Dispute Resolutions Specialist
On-siteSydney, New South Wales, Australia
Job Summary
Own complaints end-to-end from first contact to final resolution, handling complex, sensitive, and high-stakes cases across credit products and third-party vendors while adhering to strict regulatory guidelines. Represent Brighte externally in AFCA forums by preparing sharp submissions and arguing fair outcomes to protect both the customer and the business. Fix root causes by spotting trends behind recurring complaints and escalating systemic issues rather than merely resolving individual cases. Stay current with regulations including RG 271, the ASIC Act, and the Privacy Act, while leveraging AI tools for auto-triage, sentiment analysis, and trend surfacing to enhance efficiency and accuracy.
Required Qualifications
- Minimum 2–3 years in customer relations, complaints handling or dispute resolution inside a regulated industry such as financial services, energy or insurance
- Some level of involvement in complaints through EDR forums like AFCA end-to-end: preparing submissions or representing the business, and landing fair outcomes
- Knowledge of the rulebook — RG 271, AFCA processes, the ASIC Act, Competition and Consumer Act and Privacy Act
- Ability to hold a fair line, de-escalate a hard conversation, and leave people feeling respected even when the answer isn't the one they wanted
- Ability to spot the pattern behind the case and be driven to fix it, not just close it
- Ability to use AI fluently and with discipline: curious about what the tools can do, fast with them, but always check what they give you
- Ability to communicate clearly, build trust across teams, and bring an analytical, problem-solving mindset to everything you touch
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