Reporting to the External Dispute Resolution Leader, the External Dispute Resolution Specialist is responsible for the end-to-end management and resolution of complex customer complaints, including matters referred to the Australian Financial Complaints Authority (AFCA).
The role is focused on delivering fair, timely and high-quality customer outcomes while identifying opportunities to strengthen products, processes and customer experience through complaint insights.
Key Responsibilities
- Manage the end-to-end resolution of external dispute resolution complaints, ensuring quality, consistency and compliance with regulatory obligations and internal service standards.
- Investigate complaints thoroughly, identify root causes and determine appropriate resolutions using sound judgement, relevant legislation, regulatory guidance, internal policies and AFCA approaches.
- Identify and escalate potential systemic issues, regulatory risks and opportunities for continuous improvement across products, processes and customer experiences.
- Prepare high-quality submissions, correspondence, settlement agreements and responses for customers, their representatives and AFCA.
- Build and maintain effective working relationships with key stakeholders across Customer, Product, Risk, Operations, Insurance and Legal to achieve positive customer and business outcomes.
- Communicate complex information clearly and confidently, both verbally and in writing, translating technical and financial concepts into plain English.
- Deliver customer-centric outcomes by balancing empathy, commercial judgement and regulatory requirements.
- Maintain accurate and complete complaint records within complaint management systems and ensure all regulatory timeframes are met.
- Contribute to continuous improvement by sharing complaint insights, supporting root cause analysis and recommending enhancements to products, processes and controls.
Qualifications & Experience
- Demonstrated knowledge of ASIC Regulatory Guide 271 (RG271), AFCA Rules and Operational Guidelines, responsible lending obligations, privacy requirements and relevant industry codes of practice.
- Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence and regulatory submissions.
- Minimum two years' experience within banking, financial services or insurance.
- You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.
- Strong analytical and problem-solving skills, with the ability to investigate complex matters and make balanced, evidence-based decisions.
- Proven ability to manage competing priorities, work autonomously and meet regulatory and business deadlines.
- A strong customer focus, with the ability to balance customer advocacy, regulatory obligations and commercial outcomes.
Desirable
- Experience managing complaints within an Internal Dispute Resolution (IDR) or External Dispute Resolution (EDR) environment.
- Experience preparing submissions or responding to complaints lodged with AFCA.
- Experience identifying root causes and contributing to continuous improvement initiatives.
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!
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.
At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.
We make it possible…
- to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
- to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office
- to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
- to access great financial benefits – with discounts on Latitude products and services.
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, and Create tomorrow
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Skills Required
- Demonstrated knowledge of ASIC RG271, AFCA Rules and Operational Guidelines, responsible lending, privacy requirements and industry codes
- Minimum two years' experience within banking, financial services or insurance
- Excellent written and verbal communication skills including preparing regulatory submissions and high-quality correspondence
- Familiarity with AI tools to accelerate insights, automate routine work and tailor content
- Strong analytical and problem-solving skills with evidence-based decision making
- Proven ability to manage competing priorities, work autonomously and meet regulatory deadlines
- Strong customer focus, balancing customer advocacy, regulatory obligations and commercial outcomes
- Successful completion of background checks (including criminal history and bankruptcy) prior to commencement
- Experience managing complaints within an IDR or EDR environment
- Experience preparing submissions or responding to complaints lodged with AFCA
- Experience identifying root causes and contributing to continuous improvement initiatives
What We Do
Everyone has aspirations, and a goal that needs financing. However, sometimes dealing with money can leave you feeling a little overwhelmed. As Australia’s biggest non-bank lender, we want to change that. And we will. Latitude is an independent digital payments and finance company backed by decades of experience that combines start-up thinking with industry smarts. We believe in transparency over transactions, and lending to all Australians. But the biggest difference is that we want to partner with our customers. We’re the kind of people that commit to helping our customers shop and live better by championing good money habits. We want our customers to get that new car. Update their bathroom. Grow their business. Or, take the kids overseas for the first time and feel good about it. With over 2.4 million customers, Latitude believes in helping people from all walks of life prosper. So, let's work together; let's make great things happen. Latitude. Partners in money.
