Working within our Operational Risk team and reporting to the Quality and Dispute Manager, you'll play an important role in investigating and resolving customer complaints and disputes while ensuring compliance with regulatory requirements and Pioneer Credit's internal standards.
At Pioneer Credit, we're committed to doing the right thing for our customers and our people. We believe effective complaint resolution is essential to building trust, improving customer experiences, and supporting positive business outcomes.
About the Role In this role, you will investigate and manage customer complaints from initial review through to resolution. You'll work closely with stakeholders across the business to ensure complaints are handled fairly, consistently, and within required timeframes.
You'll also contribute to ongoing compliance and risk initiatives by identifying trends, supporting process improvements, and helping maintain a strong customer-focused and compliance-driven culture.
Key Responsibilities
- Investigate and resolve customer complaints and disputes.
- Prepare written responses and maintain accurate records.
- Ensure compliance with relevant regulatory and internal requirements.
- Identify trends and support continuous improvement activities.
About You To be successful in this role, you will bring:
- Experience in complaints handling, dispute resolution, customer care, or a similar role.
- Exposure to a regulated workplace, ideally within financial services.
- An understanding of RG 271, or the ability to quickly develop knowledge in this area.
- Strong written and verbal communication skills with exceptional attention to detail.
- The ability to assess complex matters objectively and exercise sound judgement.
- A customer-focused mindset, supported by empathy, integrity and professionalism.
- A collaborative approach and a commitment to continuous improvement.
Why Join Pioneer Credit?
- Join a supportive and collaborative team environment.
- Gain valuable exposure to compliance, risk and dispute resolution.
- Contribute to meaningful customer outcomes.
- Work within a values-driven organisation committed to doing the right thing.
- Opportunity to further develop your skills within a growing business.
Before You Start The successful candidate will be required to provide: