Dispute Resolution Manager

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August 29

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Shift

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Finance • Fintech • B2B

Shift is a financial services company that provides a comprehensive range of credit and payment solutions designed to meet the needs of businesses. Shift offers products such as business loans, overdrafts, term loans, equipment finance, and vehicle finance to help businesses manage cash flow, acquire necessary equipment, and facilitate growth. Their payment solutions, including trade accounts, provide businesses with flexibility in managing accounts payable and receivable. Shift also offers embedded finance solutions, allowing businesses to integrate Shift’s payment and asset finance solutions into their platforms. With dedicated platforms for business owners, suppliers, and brokers, Shift aims to simplify and streamline the financial management and capital access process for businesses.

51 - 200 employees

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• Case manage Internal dispute resolution (IDR) and External dispute resolution (EDR) program at Shift • Deliver high quality outcomes which drive customer satisfaction through effective management of customer complaints • Assess, investigate and compile relevant information to support all disputes • Case Management of Australian Financial Complaints Authority (AFCA) complaints through to file closure • Conduct/oversee mediations and negotiations on complex or high risk accounts • Manage education programs related to dispute handling across the business • Periodically review and update business policies and processes to ensure ongoing regulatory compliance to RG271 • Collate and present complaints handling statistics and trends to internal and external stakeholder groups • Provide high quality written or verbal responses on all disputes • Identify opportunities and contribute to process and service improvements • Adhere to internal policy, system processes and external regulatory requirements • Work collaboratively with Risk and Compliance and Legal Counsel in addressing complex disputes or systemic issues

🎯 Requirements

• Case manage Internal dispute resolution (IDR) and External dispute resolution (EDR) program at Shift • Deliver high quality outcomes which drive customer satisfaction through effective management of customer complaints • Assess, investigate and compile relevant information to support all disputes • Case Management of Australian Financial Complaints Authority (AFCA) complaints through to file closure • Conduct/oversee mediations and negotiations on complex or high risk accounts • Manage education programs related to dispute handling across the business • Periodically review and update business policies and processes to ensure ongoing regulatory compliance to RG271 • Collate and present complaints handling statistics and trends to internal and external stakeholder groups • Provide high quality written or verbal responses on all disputes • Identify opportunities and contribute to process and service improvements • Adhere to internal policy, system processes and external regulatory requirements • Work collaboratively with Risk and Compliance and Legal Counsel in addressing complex disputes or systemic issues • Qualifications: A business or finance degree is beneficial but not essential • Additional Information: Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business. Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy. Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy. Family support – industry leading 26 weeks paid parental leave. Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones. Range of benefits – supporting your physical, psychological and financial wellbeing.

🏖️ Benefits

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business. • Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy. • Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy. • Family support – industry leading 26 weeks paid parental leave. • Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones. • Range of benefits – supporting your physical, psychological and financial wellbeing.