Dispute Resolution Officer

Dispute Resolution Officer

Location – Macquarie Park, Sydney

• Be at the forefront of resolving customer complaints & AFCA engagements.

• Join an ambitious firm which is growing, evolving & increasing its headcount.

• Allied Credit has a hybrid work environment; we understand the value of a work-life balance.

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.

We are seeking a Dispute Resolution Officer to manage and resolve internal as well as external complaints that have been lodged to the Australian Financial Complaints Authority (AFCA). They are required to act fairly, honestly and efficiently when dealing with customers, maintain compliance with industry and regulatory standards, and uphold Allied Credit’s commitment to excellent customer service.

What you will be doing

Internal Dispute Resolution

• Assessing, investigating and responding within the required regulatory timeframe to complaints and disputes received from customers.

• Collaboratively working with internal and external stakeholders to negotiate suitable resolutions, whilst providing an exceptional customer experience.

• Acting as a central point for complaints between internal stakeholders, complainants, their advisers and other external stakeholders.

• Keeping accurate and comprehensive records relating to the complaints without your portfolio to ensure compliance with regulatory and internal record keeping guidelines.

• Acing as SME on the overall complaint process and the end-to-end lending and customer management processes.

• Proactively identifying systemic issues and working with colleagues to contribute to company-wide process improvements or 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 relevant rules, regulations and timeframes.

• 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.

• Prepare comprehensive reports on external dispute resolution activities for internal review and regulatory compliance.

• Lead effective AFCA conciliations, including preparing information, recommending timelines and involving appropriate personnel to expedite decisions.

• Maintain a resolution focused approach, assessing risk and precedence to achieve appropriate outcomes for the customer and Allied Credit.

Your background

• Strong foundational experience of Financial Services/ Consumer Lending through working in a collections or customer service function.

• Proficiency with Word, Excel and Adobe

• Excellent verbal and written communication skills, with the ability to clearly explain complex processes or concepts.

• Strong and empathetic customer focused approach with proven success working to tight Service Level Agreements.

• High attention to detail with an ability to work collaboratively across other functional teams.

• Able to develop and maintain a thorough understanding of company policies and procedures to ensure consistent and fair dispute resolution outcomes.

• Thorough understanding of the responsible lending environment regulations, including NCCP, RG271 and Debt Collection guidelines.

Why work for Allied Credit?

• Work-life balance - hybrid working arrangements allow a balance of 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 and thrive with Allied Credit’s Values of Customer Focus, Adaptability, Risk Confidence, Integrity and Teamwork.

Allied Credit pledges to treat all candidates with the utmost respect and professionalism throughout the recruitment process. We promise to conduct a fair, transparent, and inclusive hiring process, ensuring that all candidates are