About the Role:

This is an exciting opportunity for customer focused dispute experts to join our highly supportive and dynamic Resolution’s team. As an Internal Dispute Resolutions Officer, you will be responsible for the timely and quality management of disputes, contributing to trends and insights, and making recommendations that drive the continuous improvement of claims and service outcomes.

Further to this, you will be responsible for building the capability of our people to meet changing customer needs to make it easier for customers to have their concerns resolved, and to help Panthera Finance Group achieve the highest customer satisfaction in its industry.

Key Responsibilities:

Fulfilling a range of duties, you will gain valuable insights to the Panthera Finance business model and grow your skills and knowledge in the finance industry.

• Manage a dynamic and varied portfolio of Major Australian institutions.
• Investigating disputes and concerns, by liaising with customers, internal & external stakeholders, and support staff both verbally and in written form.
• Use high level negotiation skills to come up with resolutions for each unique customer situation.
• Determining the root cause analysis of disputes and other matters received to identify areas of improvement.
• Maintain accurate and timely record keeping in Panthera Finance’s complaint systems.
• Convey and explain complex material and reasoning both orally and in written form, to a wide variety of audiences.
• Develop positive and collaborative working relationships with internal and external stakeholders.
• Deliver exceptional customer service with a resolution focus through the delivery of high-quality solutions to the customer and the business, whilst displaying empathy and understanding.

What will make you successful in the role?

• Previous call centre experience desirable
• Passionate about providing a gold standard service to our customers and stakeholders.
• Impeccable attention to detail and ability to make decisions within challenging circumstances.
• General Understanding of finance products and services.
• Exceptional communication skills, empathy, and resilience.
• Excellent problem-solving skills
• Highly motivated, team focused, and results oriented.
• Solution focused individual with a resolution mindset approach.
• Team player with collaborative mindset and a high-level of resilience.
• Willingness to work in a fast paced, but fun, energetic and vibrant team culture.

What you can expect in return:

• To join a highly supportive and collaborative team with a robust onboarding and ongoing training program, with a great culture that focuses on fun, flexibility, and wellbeing as well as high performance.
• Pathway to be accredited as a certified complaints professional (SOCAP)
• Challenging role, with the ability to positively impact the lives of everyday Australians  
• A workplace culture of autonomy, collaboration, and supportive leadership  
• Efficient and engaging learning programs to maximise success within your role, including professional development and transparent learning pathways
• A non-bureaucratic environment where your suggestions for operational efficiencies are welcomed
• Prioritise your work/life balance and utilise the support and various programs we offer for our people, including Employee Assistance Program (EAP), Health & Wellbeing, financial offerings, employee Referral Program and various discounts on restaurants, pubs, yoga, and massages.
• In-house complimentary barista – coffee delivered to your desk!