Reporting to the External Dispute Resolution Leader, the External Dispute Resolution Specialist is responsible for the end-to-end management and resolution of complex customer complaints, including matters referred to the Australian Financial Complaints Authority (AFCA).

Key Responsibilities

- Manage the end-to-end resolution of external dispute resolution complaints, ensuring quality, consistency and compliance with regulatory obligations and internal service standards.
- Investigate complaints thoroughly, identify root causes and determine appropriate resolutions using sound judgement, relevant legislation, regulatory guidance, internal policies and AFCA approaches.
- Identify and escalate potential systemic issues, regulatory risks and opportunities for continuous improvement across products, processes and customer experiences.
- Prepare high-quality submissions, correspondence, settlement agreements and responses for customers, their representatives and AFCA.
- Build and maintain effective working relationships with key stakeholders across Customer, Product, Risk, Operations, Insurance and Legal to achieve positive customer and business outcomes.
- Communicate complex information clearly and confidently, both verbally and in writing, translating technical and financial concepts into plain English.
- Deliver customer‑centric outcomes by balancing empathy, commercial judgement and regulatory requirements.
- Maintain accurate and complete complaint records within complaint management systems and ensure all regulatory timeframes are met.
- Contribute to continuous improvement by sharing complaint insights, supporting root‑cause analysis and recommending enhancements to products, processes and controls.

Qualifications & Experience

- Demonstrated knowledge of ASIC Regulatory Guide 271 (RG271),



AFCA Rules and Operational Guidelines, responsible lending obligations, privacy requirements and relevant industry codes of practice.
- Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence and regulatory submissions.
- Minimum two years' experience within banking, financial services or insurance.
- Familiarity with AI tools – comfortable using tools to accelerate insights, automate routine work, prepare reporting and tailor content quickly and effectively.
- Strong analytical and problem‑solving skills, with the ability to investigate complex matters and make balanced, evidence‑based decisions.
- Proven ability to manage competing priorities, work autonomously and meet regulatory and business deadlines.
- A strong customer focus, with the ability to balance customer advocacy, regulatory obligations and commercial outcomes.

Desirable Experience

- Experience managing complaints within an Internal Dispute Resolution (IDR) or External Dispute Resolution (EDR) environment.
- Experience preparing submissions or responding to complaints lodged with AFCA.
- Experience identifying root causes and contributing to continuous improvement initiatives.

Benefits

- Flexible hybrid working model with options to work from home or office.
- Additional week of paid leave each year through the ‘Take 5’ initiative.
- 24/7 mental and physical wellness support via Sonder app.
- Discounts on Latitude products and services.
- Comprehensive superannuation and short‑term incentives.
- Employee assistance program and adaptable working policies.
- Recognition program (‘Congratitude’).

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

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📌 External Dispute Resolution Specialist (Melbourne)
🏢 Latitude Financial Services
📍 Melbourne