Dispute Resolution Specialist (Remote)

Dispute Resolution Specialist | Qudos Bank | Australia

Dispute Resolution Specialist

A great opportunity for a Dispute Resolution Specialist to join the amazing Dispute Resolution team. You will be part of a team that delivers an exceptional customer experience whilst educating the wider business on all things disputes.

Let us tell you about the role

The Dispute Resolution team is a positive, passionate, and customer-orientated team with a strong sense of purpose and drive who believe in doing the right thing for our customers and community. We work closely with our customers to build trust and understand their situation and are responsible for providing timely and empathetic resolution of customer complaints by phone and in writing.

Key responsibilities of the role include:

• Review and respond to complaints received by Qudos Bank from its customers via the Bank’s various channels.

• Investigate and resolve verbal and written customer complaints in a timely manner and in accordance with Qudos Bank’s Dispute Resolution Policy and IDR Procedures.

• Work with customers and colleagues to gather information during the complaint investigation process.

• Negotiate with customers and/or their advocates to provide timely and empathetic resolutions to complaints.

• Make decisions on resolutions to customer complaints based on sound rationale, demonstrating customer focus and commercial acumen.

• Prepare detailed, logical, well explained and comprehensive complaint outcome decisions in writing.

• Provide feedback to key stakeholders within the business on opportunities for process and product improvements.

What you will bring:

• General knowledge of relevant legislation including National Consumer Credit Code (NCCP) and The Privacy Act, RG 271 Internal dispute resolution and Responsible Lending legislation

• Minimum 2 years’ experience working in a previous dispute resolution role in Banking and Finance (preferred)

• Sound knowledge and/or experience in working with vulnerable customers (desired but not essential)

• Empathy – ability to put yourself in our customers’ shoes and genuinely care about providing our customers with fair outcomes to their complaints

• Resilient – ability to bounce back from challenging interactions and manage through complexity and uncertainty

• Advanced verbal and written communication skills.

What is it like to work with us?

Our HQ is in Mascot where you’ll receive discounted on-site parking, HQ based roles work on a hybrid model. Hybrid for us is 3 days a week onsite.
At Qudos Bank we live and breathe our values. These values are the foundations of how we recruit great people, make decisions, perform our roles and interact with each other and our customers, this is our “Qudos Way”.
Find out more about The Qudos Difference at https://www.qudosbank.com.au/about-us/who-we-are/the-qudos-difference/
You will also receive lots of other fun perks including additional leave options, such as:

• Career Development: access to learning platforms, study leave and various training opportunities

• Fitness Passport Program and Onsite Gym

• Hybrid Work Model – Mascot HQ and work from home

• Birthday leave

• Wellbeing initiatives; including well-being grants, skin checks, health checks and more
  
  

Who are Qudos Bank?

At Qudos Bank we strive to be to be the bank our customers value the most. We believe in doing the right thing for our customers and community and in the power of people coming together to pursue financial freedom.
We started as Qantas Credit Union, more than 60 years ago. We may go by a different name compared to when we began in 1959, but there is one thing that has never changed – our owners. As a customer-owned bank, we do things a little differently. Right from the beginning, we’ve put our customers front and centre making sure that everything we do directly benefits them.

For successful candidates, Qudos Bank conducts mandatory background screening in accordance with current legislation. Checks include, but aren’t limited to criminal record, bankruptcy, employment & qualification verifications, identity and immigration checks

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home