Dispute Resolution Officer (Banking & Finance)
Contract: 6 months (with view to extend)
Rate: $38.99 per hour + superannuation
Location: Melbourne CBD
Flexibility: Fully office based for 6-8 weeks then 3 days in the office 2 days from home after training
About the Opportunity
Are you looking to transition your banking expertise into a role with true purpose? Move away from sales targets and the corporate grind to join a respected national Ombudsman.
As a Dispute Resolution Officer, you will act as an impartial investigator, resolving complex financial disagreements between everyday Australians, small businesses, and major financial institutions. You won't just process files; you will analyse evidence, interview both parties, and draft the definitive legal and factual resolutions that settle the matter.
What You’ll Do
Investigate & Analyse: Conduct deep-dive reviews into disputed lending, mortgages, credit products, and sophisticated scam cases.
Articulate Complex Decisions: Author high-quality, legally robust, yet accessible final decision letters and formal email correspondence that clearly outline findings to both consumers and bank executives.
De-escalate & Mediate: Utilize your advanced phone manner to navigate challenging, emotionally charged conversations with customers, bank representatives, and legal counsel.
Uphold Industry Standards: Act as a fair arbiter, ensuring all parties adhere strictly to the Banking Code of Practice and relevant regulatory frameworks.
About You
We are seeking analytical, articulate professionals with a strong foundation in banking or financial services. This role requires an individual who can balance high-volume caseloads with meticulous attention to detail.
To be successful, you will bring:
Banking or Finance Background: Experience within Retail Banking, Lending/Credit Risk, Hardship, Fraud/Scams, or Financial Call Centers.
Exceptional Written Communication: A proven track record of drafting precise, professional email correspondence and structured, formal letters. You can translate complex "bank-speak" into clear, empathetic, and definitive English.
Advanced Customer Service/Call Center Expertise: Comfort managing phone queues, handling complex inbound/outbound calls, and maintaining a calm, authoritative, and professional demeanor during difficult conversations.
Investigative Mindset: Strong critical thinking skills with the ability to weigh conflicting evidence objectively and find the truth.
The Details
Hours: 8:45 AM to 5:00 PM (37.5-hour work week, 45-minute lunch break).
Training & Hybrid Structure: You will undergo comprehensive, full-time training in the CBD office to set you up for success. Once proficient, you will transition to a flexible schedule of 3 days in the office and 2 days working from home.
Start Date: ASAP.
Apply Today!
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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