Compliance Operations Analyst

The role

You will manage a portfolio of external dispute resolution complaints from investigation to resolution, including AFCA matters. You will also manage requests from Zip's Australian and New Zealand privacy inboxes and analyse complaint data to find risks and improvements.

What you will do

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution
• Prepare clear, balanced submissions to external dispute resolution bodies
• Manage requests received through Zip's Australian and New Zealand privacy inboxes
• Coordinate the EDR workflow, including case allocation, escalation and monitoring progress
• Build working relationships with external dispute resolution bodies and internal stakeholders
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints and improve customer experiences
• Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps
• Prepare reporting for risk and compliance governance forums
• Contribute to the development of Zip's EDR framework, processes and controls
• Support quality assurance and peer reviews of dispute handling

Required qualifications

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services
• Exposure to external dispute resolution processes and regulatory requirements
• Knowledge of AFCA or similar external dispute resolution frameworks
• Experience engaging external bodies and managing customer complaints
• Strong written communication skills
• Sound judgement and a customer focused approach to sensitive disputes
• Strong analytical and problem solving capabilities
• Experience navigating customer service and administrative systems to review evidence
• Strong organisational skills to manage competing priorities and regulatory deadlines
• A collaborative approach to working with stakeholders across business functions
• Aptitude for identifying and managing risks

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 and free access to the Sonder wellbeing platform for you and family members
• Discounted private health insurance and rates on 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)
• Flare Benefits Hub and novated leasing with potential tax savings

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.