Offshore Complaints Manager

Position Title: Offshore Complaints Manager

Reports To: Risk and Compliance Manager

Department: Complaints / Internal Dispute Resolution (IDR)

Location: Hybrid Office / WFH

Position Type: Full-Time

Who Are We?

At Fundo, we're reshaping what fast, fair, and flexible finance means for everyday Australians. As one of Australia's fastest-growing fintech lenders, we combine cutting-edge tech, behavioural data, and AI to offer microloans that are intuitive, transparent, and lightning-fast.

We've earned a spot on the AFR Fast 100 three years running — and we're just getting started.

Job Summary

The Complaints Manager is responsible for overseeing the end-to-end complaints and Internal Dispute Resolution (IDR) process. This role ensures all complaints are managed promptly, fairly, and in compliance with regulatory obligations, while also driving improvements in customer experience and internal processes. The Complaints Manager will act as the escalation point for unresolved complaints, provide leadership to staff handling complaints, and liaise with regulators and external dispute resolution bodies as required.

Key Responsibilities

Complaint Handling & Resolution:

• Oversee all incoming complaints received via phone, email, or chat.
• Ensure complaints are acknowledged, investigated, and resolved within required timeframes.
• Act as the escalation point for complex or sensitive complaints, ensuring fair and impartial outcomes.

Compliance & Regulatory Obligations:

• Ensure all complaint handling processes comply with ASIC's Regulatory Guide 271 (Internal Dispute Resolution), the National Credit Code, and other relevant regulations.
• Prepare and maintain accurate records of complaints, resolutions, and timeframes in line with reporting requirements.
• Assist with submissions to AFCA (Australian Financial Complaints Authority) when required.

Leadership & Collaboration:

• Provide guidance, training, and support to staff involved in complaints handling.
• Collaborate with Customer Service, Collections, Hardship, and Compliance teams to resolve complex issues.
• Lead root cause analysis of recurring complaints and work with relevant teams to implement process improvements.

Reporting & Continuous Improvement:

• Develop and deliver regular complaints reporting to senior management, highlighting trends, risks, and opportunities.
• Identify systemic issues and recommend changes to improve customer outcomes and reduce complaint volumes.
• Promote a customer-first culture across the business, ensuring learnings from complaints improve the overall customer experience.

Qualifications

Education:

• Diploma or degree in Business, Law, Compliance, or a related field preferred.

Experience:

• Previous experience in complaints management, customer service leadership, or regulatory compliance within financial services is strongly preferred.
• Experience in dealing with AFCA or other dispute resolution schemes is highly regarded.

Skills:

• Excellent verbal and written communication skills, with the ability to manage difficult conversations.
• Strong analytical and problem-solving abilities.
• In-depth knowledge of IDR/EDR processes and relevant regulatory frameworks.
• Ability to manage competing priorities and work under pressure.
• High attention to detail and strong organisational skills.
• Proficiency with CRM systems and complaints management tools.

Core Competencies:

• Empathy and Fairness: Ability to balance customer advocacy with regulatory and business obligations.
• Integrity: Commitment to ethical complaint resolution and compliance with all obligations.
• Resilience: Ability to remain calm and professional in managing escalated or sensitive matters.
• Leadership: Capacity to guide and influence others in adopting best practice complaints handling.

Performance Metrics:

• Timeliness and compliance with RG 271 and other obligations.
• Customer satisfaction with complaints handling outcomes.
• Reduction in repeat and systemic complaints.
• Quality and accuracy of complaints reporting.
• Contribution to process improvements and organizational learning.