Subject Matter Expert (Complaints)

TL;DR

Subject Matter Expert (Complaints): Managing end-to-end external dispute resolution processes for the Australian market with an accent on AFCA regulatory compliance and complex complaint de-escalation. Focus on driving early resolutions, conducting rigorous quality assurance, and providing actionable insights to product teams to improve overall service quality.

Location: Must be based in Australia

Company

Revolut is a global financial super app providing spending, saving, and investment services to over 75 million customers worldwide.

What you will do

• Manage end-to-end EDR complaints from AFCA with a focus on resolution within 21 days.
• Conduct outbound conciliation and negotiation calls to de-escalate complex issues.
• Build and maintain collaborative relationships with AFCA case workers.
• Perform rigorous QA and QC on internal dispute resolution complaints.
• Analyze complaint outcomes to provide actionable feedback to product owners.
• Maintain accurate dispute data archives and drive process improvements.

Requirements

• Must be based in Australia
• 3+ years of experience in customer and financial services handling complex disputes.
• English: C1+ level required
• Proven experience in complaint handling within the Australian financial sector.
• Strong critical thinking and problem-solving skills for root cause investigation.
• Experience conducting QA/QC checks on customer interactions.

Nice to have

• Direct experience dealing with AFCA.

Culture & Benefits

• Opportunity to work in a fast-paced, global fintech environment.
• Focus on diversity, inclusion, and employee growth through a dedicated D&I framework.
• Collaborative team culture with a focus on innovation and problem-solving.