DebtManagers customers are often dealing with financial stress, uncertainty, or some of the toughest periods of their lives. Sometimes things don’t go the way they should. Sometimes they just need someone to listen properly.

When that happens, they deserve someone who takes it seriously, gets to the bottom of it, and makes it right.

That’s this role.

DebtManagers are fair, fast and fearless. That includes how we respond when it matters most.

We're looking for an experienced and customer-focused Complaint Resolution Specialist to join our team. In this role, you'll be responsible for managing customer complaints and disputes from initial receipt through to resolution, ensuring customers are treated fairly, respectfully and in accordance with regulatory requirements.

This is an excellent opportunity for someone who enjoys problem-solving, investigating complex matters and delivering positive customer outcomes. You'll work closely with internal stakeholders to resolve Internal Dispute Resolution (IDR) complaints, support External Dispute Resolution (EDR) matters, including AFCA complaints, and contribute to ongoing improvements in customer experience and complaint management practices.

As a Complaint Resolution Specialist, you will:

- Own complaints & disputes from the moment they land until they're genuinely resolved.

- Conduct thorough investigations and make balanced, evidence-based decisions.





- Engage directly with customers and authorised representatives to understand concerns and identify appropriate resolutions.

- Prepare clear, skilled and empathetic written responses to complaints.

- Manage Internal Dispute Resolution (IDR) complaints in line with regulatory obligations and company standards.

- Assist with External Dispute Resolution (EDR) matters, including responding to Australian Financial Complaints Authority (AFCA) complaints.

- Liaise with internal teams to gather information, assess risks and resolve complex customer issues.

- Monitor complaint timeframes and ensure regulatory deadlines are met.

- Maintain accurate complaint records and case management notes.

- Spot trends and systemic issues, and push for the fixes that stop the same complaint coming back.

About you

You’ve handled complaints, disputes or customer advocacy before, ideally in financial services, consumer finance, collections, credit reporting or something close to it.

It’s a big plus if you’ve worked on AFCA matters, know your way around RG 271, understand consumer credit or debt collection. If you haven’t, but you learn fast, we still want to hear from you!

Most importantly, you understand that every complaint is a person, not a ticket.

If you’re comfortable with hard conversations tight timeframes, you’ll do really well here.

📌 Complaint Resolution Specialist (Springwood)
🏢 DebtManagers Services Pty
📍 Springwood