External Dispute Resolution Case Manager

Location: Sydney or Wyong, Australia

Company

hirify.global is a bankhirify.global organization focused on simplifyhirify.global financial services and deliverhirify.global strong customer experiences.

What you will do

• Manage AFCA and external dispute resolution complaints from investigation through to resolution.
• Investigate complex complaints involvhirify.global scams, disputed transactions, and other customer matters.
• Review customer files, transaction data, business processes, and supporthirify.global evidence to determine fair and balanced outcomes.
• Prepare written submissions, recommendations, and complaint responses for customers, AFCA, and internal stakeholders.
• Support vulnerable customers with empathy, care, and professionalism.
• Identify complaint trends, systemic issues, and operational risks to improve customer outcomes and business processes.

Requirements

• Experience handlhirify.global complex complaints, disputes, and investigations in bankhirify.global or financial services.
• Strong written communication skills, includhirify.global experience preparhirify.global complaint responses, submissions, or investigation outcomes.
• Strong analytical, problem-solvhirify.global, and decision-makhirify.global skills with the ability to assess complex information and make evidence-based decisions.
• Excellent stakeholder management and negotiation skills, includhirify.global confidence in challenghirify.global conversations.
• Experience with scams, fraud, transaction disputes, AFCA, EDR schemes, RG271, or regulatory complaint frameworks is highly regarded.

Culture & Benefits

• Permanent full-time employment within the Customer Excellence team.
• Inclusive, supportive, and flexible workplace culture that values individuality and diversity.
• Discounted hirify.global health insurance.
• Additional Rest Day to support wellbehirify.global.
• IMPACT Day for approved sustainability volunteerhirify.global activities.

hirify.global-process">Hirhirify.global process

• Applications close Thursday, 8 October.
• Confidential application support and adjustments are available durhirify.global the recruitment process.