About this role

The Senior IDR/EDR Complaints Specialist manages customer complaints and dispute resolution matters across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) processes. The role is responsible for ensuring complaints are handled fairly, efficiently and in line with regulatory obligations, internal policies and customer service standards across all operating jurisdictions.

This role requires strong written communication skills, sound judgement, attention to detail and the ability to manage matters from initial assessment through to resolution within required timeframes.

Manage customer complaints and disputes across IDR and EDR channels from receipt through to final resolution
Handle disputes and regulatory escalations involving AFCA (Australia), FSCL (New Zealand) and equivalent external dispute resolution schemes across current and future operating markets
Investigate complaints by reviewing customer accounts, transaction history, supporting documentation and relevant internal records
Prepare clear, accurate and professional written responses to customers, AFCA, FSCL, regulators and other external stakeholders
Liaise with internal teams including Operations, Compliance, Risk, Legal and Customer Support to gather information and progress investigations
Ensure complaint handling activities comply with applicable legislation, RG271 requirements, external dispute resolution obligations and internal policies and procedures
Maintain accurate complaint records, case notes, correspondence and reporting documentation
Monitor complaint timeframes and ensure matters are resolved within required service standards and regulatory obligations
Identify trends, recurring issues and opportunities for operational or process improvements to reduce complaint volumes and improve customer outcomes
Own internal reporting relating to complaints, dispute resolution, remediation activities and regulatory matters
Assist with audits, compliance reviews and regulatory requests where required
Contribute to a positive risk and compliance culture across the business

A bit about you

Previous experience in IDR/EDR in financial services environments
Strong understanding of AFCA processes, RG271 requirements and complaint handling obligations within financial services
Exposure to FSCL processes or broader multi-jurisdiction dispute resolution frameworks is highly regarded
Demonstrated ability to investigate and manage complex or escalated customer matters
Excellent written communication and stakeholder management skills
Strong analytical, problem-solving and decision-making capability
High attention to detail with strong organisational and time management skills
Ability to manage competing priorities and work effectively within required deadlines
Ability to work independently while contributing positively within a collaborative team environment
Professional, empathetic and customer-focused approach when handling sensitive matters