Privacy & Dispute Resolution Analyst

The role

You will manage Privacy requests from Zip's Australian and New Zealand inboxes and handle complex external dispute resolution complaints from investigation to resolution. You will also use data to find risks and improve processes.

What you will do

• Manage Privacy requests received through Zip's Australian and New Zealand Privacy inboxes, with accurate and timely responses.
• Manage a portfolio of external dispute resolution complaints from investigation through to resolution.
• Prepare clear, balanced submissions to external dispute resolution bodies, including evidence and customer circumstances.
• Coordinate the EDR workflow, including case allocation, progress monitoring and escalation of complex matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate issues and improve customer outcomes.
• Analyse complaint data to identify trends, root causes, systemic issues and emerging risks.
• Prepare EDR reporting for risk and compliance governance forums.
• Contribute to improvements in Zip's Privacy response and EDR frameworks.
• Support quality assurance and peer reviews.
• Share knowledge and contribute to training across Privacy and dispute resolution.

Required qualifications

• Around 6+ years of experience in compliance, privacy, legal, dispute resolution or financial services.
• Some exposure to AFCA or similar external dispute resolution frameworks.
• Knowledge of privacy obligations and regulatory requirements, ideally in Australian or New Zealand financial services.
• Strong written and verbal communication skills.
• Sound judgement and a customer focused approach to sensitive matters.
• Strong analytical and problem solving capabilities.
• Confidence learning and navigating multiple customer service and administrative systems.
• Strong organisational skills, managing competing priorities and regulatory deadlines.
• A collaborative approach with stakeholders across business functions.
• A proactive and curious mindset.
• An aptitude for identifying and managing risks.
• Alignment with Zip's four Values: Customer First, Own It, Stronger Together and Change the Game.

Nice to have

• Exposure to AFCA or similar external dispute resolution frameworks, as listed under desirable attributes.

Benefits

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days.
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers.
• Family support policies including miscarriage bereavement leave and domestic violence leave.
• $299 annual wellbeing allowance.
• Free access for you and family members to the Sonder Wellbeing platform.
• Discounted private health insurance.
• Discounted fitness sessions through ClassPass.
• 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year.
• Fee-free Zip products and discounts with Zip merchant partners (AU).
• Team social events, free breakfast daily, and weekly free lunches (Sydney and Melbourne).
• Access to the Flare Benefits Hub and Novated Leasing, with discounts and potential tax savings on car ownership.

Before you apply

• The posting says applicants who meet only some of the desirable attributes are still encouraged to apply.

About the company

Zip Co Limited (ASX: ZIP) is a digital financial services company offering people-centred products. In Australia and New Zealand it offers point of sale credit and digital payment services.