Zainah Pty Ltd (ACN 134 118 737), trading as "Online Credit 365" — North Sydney, NSW | Full-time
About Credit 365
Credit 365 is an Australian consumer credit provider and an AI-first company (credit365.com.au). We use AI tools to take repetitive admin off our team's plate, so people can spend their time on judgement, customers and growing the business. We are building out our operations, compliance and governance as the business grows, and are hiring a hands-on Operations Manager to lead customer complaints and financial hardship.
About the role
You will own how Credit 365 handles complaints and hardship from first contact to resolution. You will make sure every customer is treated fairly, every case meets regulatory timeframes, and every decision is documented well enough to stand up at AFCA.
What you'll do
Complaints
- Run the internal dispute resolution (IDR) process in line with ASIC RG 271: logging, acknowledgement, investigation, response and closure within required timeframes.
- Manage complaints escalated to the Australian Financial Complaints Authority (AFCA): case preparation, submissions, negotiation and implementing outcomes.
- Analyse complaint trends and root causes, and drive fixes in products, processes and communications.
Financial hardship
- Run the hardship process under the National Credit Code: assessing requests, agreeing variations or arrangements, and meeting response timeframes.
- Own hardship communications: templates, scripts and customer letters that are clear, compliant and empathetic.
- Help shape hardship product options (payment arrangements, deferrals, variations) with Compliance and Finance.
- Identify and support vulnerable customers appropriately.
Operations
- Manage requests and cases from our payment provider and other partners.
- Build and maintain procedures, a case management system and clear service levels.
- Report complaint and hardship data monthly to management and to Compliance for regulatory reporting (including IDR data reporting to ASIC).
- Lead and coach any operations staff or outsourced teams handling customer cases.
Ways of working
- Use AI tools to streamline routine case work (intake, triage, timeframe tracking, letters, reporting), so the team has more time for customers who need help.
- Track the results: faster resolution, better customer outcomes, no missed timeframes.
What you'll bring
- 5+ years in complaints, hardship, collections or customer operations at an Australian lender, bank or fintech, including 2+ years managing a team or function.
- Hands-on experience with IDR under ASIC RG 271 and with AFCA complaints, from lodgement to resolution.
- Solid knowledge of hardship obligations under the National Credit Code and fair treatment of vulnerable customers.
- Strong written communication: you can write a transparent, fair complaint response or hardship letter.
- Organised and data-driven: you track every case, timeframe and outcome.
- Curious about technology: you use AI tools day to day and enjoy improving how work gets done.
Nice to have
- Experience with small-amount or short-term credit.
- Experience setting up complaints or hardship processes from scratch.
- Experience managing outsourced customer-service teams.
Why join us
- A key role with real ownership while we build the function.
- Direct line to the leadership team.
Pay: $60,000.00 – $80,000.00 per year
Work Location: In person
📌 Operations Manager (Sydney)
🏢 Zainah
📍 Sydney