Senior Customer Service Rep

Salt are supporting a client to hire for a Senior Customer Service Rep within the Fintech and Financial Services sector.

In this role, you will handle and resolve customer and merchant disputes in a fair, transparent, and timely manner. As the key escalation point within the team, you will manage the full complaint lifecycle across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR).

Key Responsibilities

• Investigate, manage, and resolve complex customer and merchant disputes in line with internal policy.
• Provide escalation support for Customer Service team members when initial resolution levels are exhausted.
• Draft detailed, logical, and well-explained External Dispute Resolution responses for bodies such as AFCA, FDRS, and consumer advocacy groups.
• Prepare stakeholder reporting on complaint volumes, trends, and actionable insights.
• Analyse complaint data to identify operational trends and recommend process improvements.
• Manage multiple high-complexity dispute cases simultaneously to achieve fair customer outcomes.

Key Requirements

• Proven track record in Customer Service, Complaints Handling, and Dispute Resolution.
• Demonstrated experience communicating with external dispute bodies and regulators (AFCA / FDRS experience preferred).
• Strong understanding of Australian and New Zealand business and regulatory law.
• Exceptional written communication skills with proven ability to draft formal findings and reports.
• Strong conflict resolution, critical thinking, and problem-solving capabilities.
• Ability to multi-task and manage high case volumes under tight deadlines with high accuracy.

If this role sounds like the right fit for you, apply by clicking the link below. If you have any questions about the role or would like a confidential discussion, please contact Simon Boland at +61 429 268 069.

To explore other business operations jobs, connect with our team to explore potential opportunities.

Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.