Dispute Resolutions Specialist

About Brighte Our mission is to make consumer energy resources (CER) affordable and accessible for everyone. Brighte is building the platform to enable and accelerate the energy transition by making it affordable, easy and less risky to buy and sell energy equipment. Our founder and CEO, Katherine McConnell, has been awarded Telstra Businesswoman of the Year and has won the Sustainability Crusader award at B&T and the Women Leading Tech Awards. She is a passionate and humble leader who has a human‑first approach to business. About the Role Join Brighte as a key player in delivering exceptional customer experiences. In this role, you'll manage our complaints handling process and champion customer advocacy, ensuring fair and efficient resolutions that meet ASIC RG 271 and AFCA standards. Responsibilities Manage complaints end‑to‑end, taking ownership from initial review to resolution and ensuring fairness and compliance. Handle complex cases and resolve challenging complaints across credit products and third‑party vendors, escalating high‑risk matters and recommending solutions when needed. Represent Brighte externally in dispute resolution forums such as AFCA, maintaining professionalism and compliance. Stay compliant with regulatory changes, ensuring processes meet ASIC RG 271, AFCA standards and industry best practices. Drive process improvements: identify trends and root causes, recommend and implement changes to improve efficiency, customer experience, and consistency of outcomes. Collaborate across teams (Legal, Risk, Compliance, Lending, Operations) to resolve complaints and address systemic issues. Provide insights and reporting, preparing regular reports on complaint trends, risks and opportunities to support data‑driven decisions and automation initiatives. Act as a mentor to the Customer Relations Officers, share best practices, and step in as delegate for the Team Leader when required. Qualifications Sound experience in customer relations, complaints handling or dispute resolution within a regulated industry (financial services, energy, or insurance). Ideally 2‑3 years of relevant experience. Strong understanding of regulatory requirements (ASIC RG 271, AFCA processes, ASIC Act, Competition and Consumer Act, Privacy Act). Proven ability to liaise effectively across business functions. Deep understanding of complaint handling frameworks and regulatory obligations. Strong communication and stakeholder engagement skills combined with an analytical and problem‑solving mindset. Experience with complaints systems and AI tools (auto‑triage, sentiment analysis) and exposure to automation tools and data analytics in complaint management is highly desirable. Ability to drive continuous improvement and cross‑functional collaboration. Benefits Flexible working arrangements and a hybrid work model. In‑office days are Monday through Thursday; Friday is a remote day. Free lunch and Monday Mingle (lunch on us) and various social activities such as weekly Thursday social events and table tennis. Opportunity to join our Employee Share Option Plans (ESOP). Well‑stocked pantry with snacks, fresh bread, protein bars, popcorn, fruit, chocolate, soy crisps, cookies, and a curated selection of wines and beer on tap. End‑of‑trip facilities including cycle parking, shower, towel service and hair dryers. Anniversary leave: an extra day to celebrate work anniversaries. Diversity and inclusion are central to Brighte; we celebrate diversity and encourage employees to bring their whole self to work. Application Process All applicants will receive a response. As part of our process, we require references and background checks, including police check, anti‑money‑laundering and bankruptcy checks. #J-18808-Ljbffr