Dispute Resolutions Specialist

The Role

When something goes wrong for a customer, it lands with us. We own complaints end-to-end — from first contact to final resolution — and we're held to high regulatory standards while we do it. We run lean: routine cases are triaged, templated and tracked wherever possible, so human attention goes to the complaints that are genuinely complex, high-risk or precedent-setting. As Brighte grows across more vendors, products and customers, the matters reaching this team are getting harder, more nuanced, and more important to get right — for the customer and for the business.

That's where you come in.

Be the customer's advocate when it matters most — and turn every complaint into a fairer outcome and a better business.

• Own complaints end-to-end. Take real ownership of cases from first review to resolution fairly, efficiently, and in line with regulatory guidelines at every step. The customer should feel heard, and the outcome should be one you'd stand behind.

• Handle the hard ones. Resolve complex, sensitive and high-stakes complaints across credit products and third-party vendors. Know when to escalate, and bring a recommended path, not just a problem.

• Represent Brighte externally. Be our voice in External Dispute Resolution forums like AFCA - prepare sharp submissions, argue fair outcomes, and protect both the customer and Brighte's standing.

• Fix the cause, not just the case. Spot the trends and root causes behind recurring complaints, then work to escalate and ultimately fix the system that's creating them. When the same complaint reaches you twice, change what's behind it rather than resolving it again.

• Stay ahead of the rules. Keep current with regulatory change — RG 271, AFCA processes, the ASIC Act, Competition and Consumer Act and Privacy Act — and make sure our process meets the standard, and then some.

• Work AI-first. We're serious about AI, and serious about doing it properly. You'll use AI fluently — auto-triage, sentiment analysis, drafting, summarising, surfacing trends — to move faster and catch what a human alone would miss. But fairness and judgement come first: you verify against the file and the regulation, you protect customer data, and you own every outcome. Used well, it lets a small team deliver like a big one. We want someone curious enough to push what's possible, and disciplined enough to do it safely.

Our Ideal Candidate

You've probably been on a journey where:

• You've spent minimum 2–3 years in customer relations, complaints handling or dispute resolution inside a regulated industry such as financial services, energy or insurance.

• You've had some level of involvement in complaints through EDR forums like AFCA end-to-end: preparing submissions or representing the business, and landing fair outcomes.

• You know the rulebook — RG 271, AFCA processes, the ASIC Act, Competition and Consumer Act and Privacy Act — and you apply it without losing sight of the human on the other end.

• You're a natural customer advocate: you can hold a fair line, de-escalate a hard conversation, and leave people feeling respected even when the answer isn't the one they wanted.

• You think in systems — you spot the pattern behind the case and you're driven to fix it, not just close it.

• You use AI fluently and with discipline: curious about what the tools can do, fast with them, but you always check what they give you.

• You communicate clearly, build trust across teams, and bring an analytical, problem-solving mindset to everything you touch.