Disputes Resolution Specialist

Dispute Resolution Specialist

At Shift, we're business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products. We believe Australian businesses are the driving force behind our economy and are core to our communities. That's why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We've helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding. Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You'll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

Job Overview

We are seeking an experienced Dispute Resolution Specialist to join our team. In this role, you will be responsible for handling internal and external disputes. Your proactive engagement with business owners, collaboration with internal teams and effective communication of Shifts Policies will help you deliver customer-centric resolutions, key to your success. You will work closely with operational heads, Risk, Legal and Compliance to ensure disputes are managed consistently and in line with Shift's governance, legal and regulatory requirements.

Main Duties & Responsibilities

• Handle internal (IDR) and external dispute resolution (EDR) cases
• Assess, investigate and compile relevant information to support all disputes
• Case management of AFCA files including mediations and jurisdiction appeals
• Manage escalated internal customer mediations and negotiations on complex or high risk accounts
• Collate and present dispute data 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 operational heads, Risk and Compliance and the Legal team in addressing complex disputes or systemic issues

Skills & Experience Required

• Excellent written and verbal communication skills
• Strong settlement and negotiation skills
• Strategic thinking
• Exceptional customer service
• Excellent organizational and time management skills
• Relationship building
• Problem solving
• 2-5 years in SME dispute resolution role in financial services sector (Fintech experience highly favourable)
• Prior exposure to liaising with external/regulatory bodies
• Exposure to mediation and settlement negotiations
• Exposure to regulated financial services or lending products would be beneficial but is not required

Qualifications

• A business or finance degree is beneficial but not essential

Key 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.
• Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
• Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.