100% Remote | Australia (Sydney or Melbourne Preference) | 12-Month Fixed-Term Contract

Salt Search has partnered with a leading global fintech payments organisation to recruit 2 Dispute Resolution Specialists to join a growing complaints and resolutions team. In this role, you'll investigate and resolve complex customer and merchant disputes, prepare formal regulatory responses, and help deliver fair, transparent outcomes in a highly regulated environment.

This is an excellent opportunity for someone with experience in complaints handling, dispute resolution, escalations or customer advocacy who enjoys problem-solving, critical thinking and navigating complex cases.

Key Responsibilities

- Investigate and resolve escalated customer and merchant disputes.
- Manage complex complaints that have progressed beyond frontline support.
- Prepare Internal Dispute Resolution (IDR) responses.
- Draft detailed responses for AFCA and other external dispute resolution bodies.
- Review documentation and supporting evidence to determine fair customer outcomes.
- Manage multiple active cases while meeting quality and service standards.
- Analyse complaint trends and identify opportunities for process improvement.
- Maintain accurate case records and ensure compliance with regulatory requirements.
- Partner with teams across Operations, Compliance, Risk and Product to resolve complex matters.

Experience Required

- Experience in dispute resolution, complaints handling, escalations,



customer advocacy or case management.
- Financial services, banking, insurance, BNPL, lending, payments, credit or fintech experience.
- Robust written communication skills, including drafting formal findings and responses.
- Excellent analytical and problem-solving abilities.
- Able to manage multiple priorities in a fast-paced environment.
- High attention to detail and strong judgement.
- Customer-focused with the ability to remain objective when assessing complex situations.

Highly Regarded

- Experience managing AFCA, FDRS or other external dispute resolution matters.
- Knowledge of Australian and New Zealand regulatory frameworks.
- Experience handling vulnerable customer or escalated complaint cases.

What's on Offer

- 100% remote working arrangement. However, offices are located in Sydney and Melbourne with opportunities/expectations for in-person collaboration.
- Full leave entitlements including annual leave, personal leave and public holidays.
- Potential extension, permanent conversion or future internal opportunities.
- High-autonomy role within a supportive and collaborative team.
- Exposure to complex regulatory and dispute resolution matters in a leading fintech environment.
- $100,000 - $107,000 + Super

Interested? Apply now or share this opportunity with someone in your network.

If you are unsure of whether to apply yet, for a confidential discussion, please contact Agatha Lee on 0429 150 189 .

📌 Dispute Resolution Specialist - Global Payments Platform (Australia)
🏢 Salt
📍 Australia