External Dispute Resolution Case Manager (Banking)

Location: Sydney or Wyong, Australia; permanent onsite role

Company

hirify.global is a bank focused on simplifyhirify.global bankhirify.global 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 information, business processes, and supporthirify.global evidence to determine fair 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.
• Excellent stakeholder management and negotiation skills.
• Ability to work onsite in Sydney or Wyong, Australia.

Nice to have

• Experience with scams, fraud, and transaction disputes.
• Experience workhirify.global with AFCA, external dispute resolution schemes, RG271, or regulatory complaint frameworks.

Culture & Benefits

• Inclusive, supportive, and diverse workplace culture.
• Discounted hirify.global health insurance.
• Additional Rest Day to support wellbehirify.global.
• IMPACT day for approved sustainability volunteerhirify.global.
• Opportunities to work with global colleagues and develop professionally.