Are you a pragmatic, customer centric person who thrives on resolving complaints and enjoys working with varied stakeholders … then keep reading, you may be the one we are looking for. ⭐

Who are we?

IPF Digital Australia (trading as Credit24), is part of a global market-leading consumer lending business, IPF Group. With operations also in Europe and Mexico; we thrive to build a better world through financial inclusion by offering fast, simple, and easy-to-access credit solutions to everyday Australians.

We're a team of high energy and passionate people, who pride ourselves on how we work together as a team. We truly believe in the importance of delivering great experiences for our customers, so we keep them at the forefront of everything we do.
We embrace the pursuit of ensuring a great work life balance for all. We work hard, however we acknowledge the importance of flexibility and balancing our internal & external priorities. We also practise a culture of consistently reflecting and celebrating our wins and achievements with one another.

The role

Our Complaints Team is the first point of contact regarding official customers complaints. The team manage incoming queries related to customer complaints and work closely with internal and external stakeholders to meet customer requirements.

The aim of the Dispute Resolution Specialist role is to achieve successful resolution of disputes, manage relationships with customers, manage relationships with AFCA, manage email enquiries and provide root cause feedback and business improvement suggestions regarding complaints to the business.

Responsibilities

Here’s an example of what your day can look like:

• Manage the complaints mailbox for internal and external (including AFCA and credit repair company) complaints.
• Ensure all inbound mail & emails from consumers, third parties or regulatory bodies are actioned, recorded, and cases are resolved.
• Regularly check quality of all tasks / roles involved in the Dispute Resolution process.
• Provide feedback to team leaders to assist in coaching front line agents with adopting best practice methods of overcoming objections and disputes at first point of contact.
• Manage, investigate and coordinate information required to solve customer complaints and meet specified timeframes as per internal and regulatory standards (RG271).
• Oversee the credit file removal enquires in required regulatory time frame.
• Coordinate cases in preparation for AFCA interactions.
• Maintain a strong knowledge of the lending industry and regulatory framework impacting on customers and customer service.
• Provide suggestions on continuous improvement strategies and procedures for individual, team and business performance while actively supporting change.
• Manage, upkeep and submission of complaints register in accordance with ASIC IDR Data Reporting Framework.
• Arrange and present summary of complaint cases in required meetings.
• Deal with enquiries from stakeholders whether written or by telephone, ensuring high standards of customer care at all times.
• Ensure all parties remain updated on the status of complaints and escalate to the General Counsel where required.
• Report on complaint trends and provide detailed insights and statistics to key stakeholders.
• Maintain and manage the AFCA member complaints portal.

Requirements

Here’s what experience we need from you:

• Be results focused

• Demonstrated ability to show active listening, empathy, effective questioning to build rapport and ongoing relationship

• Independent problem-solving abilities and positive attitude

• Strong influencing and negotiation skills

• Excellent organisational and time management skills

• Strong verbal and written communications skills

• Excellent administration skills

• Ability to manage and prioritise work load

• Ability to execute tasks with a consistently high level of quality and accuracy

• Commercially minded to ensure best business outcomes

• Commitment to improving customer outcomes and customer experience

• Ability to work collaboratively with various areas of the business 
• Understanding of the National Consumer Credit Protection Act 2009 (Cth
• Understanding of ASIC Regulatory Guide 271
• Understanding of AFCA rules
• Computer literacy, competent keyboard speed and experience in Microsoft Office products, specifically Excel
• Solid experience in a Customer Service role (3 years +)
• Experience with SalesForce and Financial Services desirable

What we can offer you

• Global exposure 🌎
  
• Office weekly breakfasts 🫕
• Snack bar 🍌
• Friday happy fridge 🥂
• Various team building events 🗓️
• A true people first and family culture 🫂
• Employee assistance program ℹ️
• Development opportunities 📚
  
• Genuine Hybrid working model - with flexible work from home arrangements 🏠
  

Sound good?
We all think so at IPF Digital. Click apply now if you want to join our IPFD team!

We are looking for applications from candidates with unrestricted working rights in Australia. IPF Digital Australia is an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs.