Join an Experienced & Supportive Team – Springwood Office

We are currently seeking an experienced IDR/EDR Complaints Officer to join our growing team based in Springwood. This is an excellent opportunity for someone with strong dispute resolution experience who is looking to work within a fast-paced and professional workplace alongside a highly experienced team.

This is a full-time, office-based role working 5 days per week, with flexible start and finish times available.

About the Role

You will be responsible for managing customer complaints and dispute resolution matters across both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) processes. The role requires strong written communication skills, attention to detail, and the ability to manage matters from commencement through to resolution.

Key Responsibilities

- Managing IDR and EDR complaints from initial review through to resolution
- Drafting professional responses to customers, AFCA, and other external stakeholders
- Reviewing customer accounts, supporting documentation, and regulatory obligations
- Liaising with internal departments to investigate complaints and gather information
- Ensuring compliance with relevant legislation, RG271,



and internal policies
- Identifying opportunities for process improvement and complaint reduction
- Maintaining accurate records and case notes

About You

To be successful in this role, you will ideally have:

- Previous experience in an IDR/EDR, complaints, hardship, collections, or financial services role
- Strong knowledge of AFCA processes and regulatory requirements
- Excellent written and verbal communication skills
- Strong attention to detail and organisational skills
- The ability to work independently while also contributing to a collaborative team environment
- Confidence managing sensitive or escalated customer matters professionally

What We Offer

- Flexible start and finish times
- Supportive and experienced team environment
- Stable full-time office-based role
- Opportunity to further develop your compliance and dispute resolution experience
- Modern office environment located in Springwood

If you are looking to join a professional and experienced team where your skills and knowledge will be valued, we would love to hear from you.

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📌 IDR/EDR Complaints Officer (Brisbane City)
🏢 Swoosh Finance
📍 Brisbane City