Dispute Resolution Officer at Swyftx

Full-Time, Compliance, Milton, Brisbane, AU brisbane full-time
Posted 24 days ago

Swyftx is an innovative fin-tech scaleup, rapidly building a name for itself as Australia’s most feature-rich and best-priced digital currency exchange. With over 250,000 users and growing fast, we are building an exceptional team to support this fantastic growth. We’re putting our people’s values, and our customer’s experience first, with our sights set on becoming Australia’s largest cryptocurrency trading platform and next billion-dollar success story.

Our platform is evolving continuously, and we work hard to uphold our high standards for new and improved features. To support our growth, Swyftx is searching for a Dispute Resolution Officer that is passionate about customer experience, problem solving and positive outcomes.

About the opportunity

As a Dispute Resolution Officer at Swyftx, you will act as a point of escalation for customers, assisting them to resolve complex problems and to help them get things back on track when they go wrong. Operating as a key point of insight into our customer experience, you will also provide advice, coaching and support to colleagues across the organisation to ensure consistent delivery on our customer commitments.

What you’ll do

  • Managing all incoming communication and registering and responding to new complaints through varied channels
  • Triaging complaints requiring further assessments to relevant teams
  • Conducting preliminary inquiries, assisted referrals and communicating decisions to complainants in accordance with legislative provisions
  • Role model a continuous improvement mindset and influence team members to make changes including coaching and training feedback to colleagues across the business
  • Maintain accurate records in various platforms to promote transparency and consistency
  • Ensure adherence to policies and procedures related to operational performance
  • Champion a strong risk culture and lead by example

About you

  • Significant experience in validation, verification and assessment
  • Superior written and spoken communication skills with the ability to negotiate and de-escalate issues
  • Proven ability to build rapport with clients, stakeholders, and your team
  • Demonstrated ability to drive a continuous improvement culture within a team
  • Adaptability to work within a fast-paced and ever-changing environment.
  • Excellent time-management skills and the ability to prioritise and manage a caseload

Life at Swyftx

You will experience first-hand what it means to say “I did that” as you watch your ideas and visions become a reality, impacting thousands of people every day. The open-plan office based in Milton creates a relaxed, flexible and supportive environment with stand-up desks, music, a fully stocked kitchen and end of trip facilities. We plan regular engaging group activities, after hours sport activities and celebrate our wins every month. We are a culture that values learning and training, career growth and setting our people up for success.

At Swyftx we are focused on creating a diverse and dynamic environment that embraces and values differences. We value the variety of unique experiences, qualities and characteristics that our people possess, and we are committed to providing a working environment where everyone is included and treated with respect.

Interested? Please the 'Apply Now' button and we look forward to hearing from you.

You will have the rights to legally work in Australia, sponsorship options are not available for this role. We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.