Who is Plenti?
Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.
We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia’s best lender.
Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.
About The Role:
The Dispute Resolution Officer is responsible for managing escalated internal and external (AFCA) complaints end to end.
This role will see you fulfilling a wide range of duties. This includes providing exceptional customer service and delivering high-quality solutions to customers, as well as drawing insights and identifying opportunities for improvement.
Reporting to the Dispute Resolution Manager, the Dispute Resolution Officer is responsible for ensuring Plenti meets and exceeds its obligations under RG271.
Key Responsibilities:
- Manage the end to end comprehensive investigation and resolution of internal/external (AFCA) complaints
- Provide timely and accurate response to all disputes, providing a fair and reasonable outcome for the customer
- Confidently manage complex issues, complaints and escalations through to resolution and remediation
- Develop positive and collaborative relationships with internal and external stakeholders
- Act as an escalation point to the Operations team and support the preparation of information and documentation requests
- Maintain accurate and timely records in Plenti’s complaint systems
- Encourage early resolution of complaints to reduce escalations to AFCA
- Identify possible systemic issues or opportunities for improvement and work with stakeholders to recommend and implement changes
Experience:
- 5+ years of complaint handling experience, preferably in banking or financial services
- Exceptional communication skills, empathy, and resilience for dealing with conflict and difficult interactions
- Strong critical thinking and problem-solving skills
- Knowledge of customer service software, databases, and CRM systems
- Broad understanding of finance products and services
- Knowledge of RG271 and how it applies to the complaint management process is preferred
- Practical application of relevant regulatory guides, such as RG209 (Responsible lending conduct), RG96 (Debt Collection guidelines) and the NCCPA
- Experience with External Dispute Resolution schemes (AFCA) is desirable
What's life like at Plenti?
Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It’s a place where everyone can “make it happen” and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia’s financial eco-system for the good.
In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.
Plenti is committed to a diverse and inclusive workforce.
We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.
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