Job Description
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).
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Key Responsibilities
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Manage the end-to-end resolution of external dispute resolution complaints, ensuring quality, consistency and compliance with regulatory obligations and internal service standards.
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Investigate complaints thoroughly, identify root causes and determine appropriate resolutions using sound judgement, relevant legislation, regulatory guidance, internal policies and AFCA approaches.
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Identify and escalate potential systemic issues, regulatory risks and opportunities for continuous improvement across products, processes and customer experiences.
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Prepare high-quality submissions, correspondence, settlement agreements and responses for customers, their representatives and AFCA.
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Build and maintain effective working relationships with key stakeholders across Customer, Product, Risk, Operations, Insurance and Legal to achieve positive customer and business outcomes.
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Communicate complex information clearly and confidently, both verbally and in writing, translating technical and financial concepts into plain English.
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Deliver customer‐centric outcomes by balancing empathy, commercial judgement and regulatory requirements.
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Maintain accurate and complete complaint records within complaint management systems and ensure all regulatory timeframes are met.
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Contribute to continuous improvement by sharing complaint insights, supporting root‐cause analysis and recommending enhancements to products, processes and controls.
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Qualifications & Experience
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Demonstrated knowledge of ASIC Regulatory Guide 271 (RG271),



AFCA Rules and Operational Guidelines, responsible lending obligations, privacy requirements and relevant industry codes of practice.
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Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence and regulatory submissions.
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Minimum two years' experience within banking, financial services or insurance.
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Familiarity with AI tools – comfortable using tools to accelerate insights, automate routine work, prepare reporting and tailor content quickly and effectively.
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Strong analytical and problem‐solving skills, with the ability to investigate complex matters and make balanced, evidence‐based decisions.
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Proven ability to manage competing priorities, work autonomously and meet regulatory and business deadlines.
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A strong customer focus, with the ability to balance customer advocacy, regulatory obligations and commercial outcomes.
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Desirable Experience
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Experience managing complaints within an Internal Dispute Resolution (IDR) or External Dispute Resolution (EDR) environment.
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Experience preparing submissions or responding to complaints lodged with AFCA.
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Experience identifying root causes and contributing to continuous improvement initiatives.
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Advantages
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Flexible hybrid working model with options to work from home or office.
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Additional week of paid leave each year through the 'Take 5' initiative.
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24/7 mental and physical wellness support via Sonder app.
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Discounts on Latitude products and services.
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Comprehensive superannuation and short‐term incentives.
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Employee assistance program and flexible working policies.
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Recognition program ('Congratitude').
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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 (Victoria)
🏢 Latitude Financial Services
📍 Victoria