Dispute Resolutions Specialist

Dispute Resolutions Specialist Brighte – Sydney, New South Wales, Australia 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 mission is to make consumer energy resources (CER) affordable and accessible for everyone. As a business in 2025, we have been named a AFR Sustainability Leader within the Banking and Finance category and won the inaugural Sustainability Award at the Affies in 2024 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. You’ll work closely with the Team Leader to improve processes, leverage technology, and drive continuous improvement, acting as the link between leadership and our Customer Relations Officers, providing coaching, alignment, and operational excellence. This is your chance to be a trusted advisor across the business, strengthening our risk culture while supporting strategic projects and day‑to‑day operations. What You’ll Do Manage complaints end‑to‑end, taking ownership of customer complaints from initial review to resolution, ensuring every case is handled fairly, efficiently, and in line with regulatory obligations. 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, acting as the company’s voice in external dispute resolution forums such as AFCA, ensuring professionalism and compliance. Stay compliant and informed, keeping up‑to‑date with regulatory changes and ensuring all processes meet ASIC RG 271, AFCA standards, and industry best practices. Drive process improvements by identifying trends and root causes, then recommending and implementing changes to improve efficiency, customer experience, and consistency of outcomes. Collaborate across teams within Legal, Risk, Compliance, Lending, and Operations to resolve complaints and address systemic issues. Provide insights and reporting, preparing regular reports on complaint trends, risks, and opportunities, supporting data‑driven decisions and automation initiatives. Act as a mentor to the Customer Relations Officers, sharing best practices, and stepping in as delegate for the Team Leader when required. What You’ll Bring Sound experience in customer relations, complaints handling, or dispute resolution within a regulated industry (financial services, energy, or insurance). Ideally around 2‑3 years under your belt. A solid 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. A deep understanding of complaint handling frameworks and regulatory obligations (e.g., ASIC RG 271, AFCA). Strong communication and stakeholder engagement skills combined with an analytical and problem‑solving mindset. Experience with complaints systems and AI tools (e.g., auto‑triage, sentiment analysis), and exposure to automation tools and data analytics in complaint management (highly desirable). Ability to drive continuous improvement and cross‑functional collaboration. What's in it for you? Flexible working arrangements: hybrid model with in‑office days Monday through Thursday and Friday remote. Free lunch every Monday and social events such as Thursday drinks and table‑tennis. Employee Share Option Plans (ESOP) to share in Brighte’s success. Well‑stocked pantry with snacks, fresh fruit, and a selection of wines and beers. End‑of‑trip facilities with showers, towels, and hair dryers. Anniversary leave: an extra day for your work anniversary. Diversity and Inclusion At Brighte, we celebrate diversity and encourage you to bring your whole self to work. Our inclusive culture is the foundation of our innovative and dynamic environment. If you want to join this mission‑driven, inclusive, and highly collaborative team, apply and upload your resume. All applicants will receive a response. As part of our process, we require all candidates to undertake references and background checks, which include a police check, anti‑money laundering and bankruptcy checks. Location: Sydney, New South Wales, Australia Employment type: Full‑time Seniority level: Mid‑Senior level #J-18808-Ljbffr