As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

AFCA is seeking interested Consumer Panel Members to support our Insurance Ombudsmen in panel decision making on complex financial complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert.

The Consumer Panel Members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint. This will be discussed for each panel engagement to ensure this works for you and AFCA.

Typically, you will:

• Have expertise in financial services disputes from a consumer background

• Analyse complaints, identify core issues and provide an independent view based upon your experience and knowledge

• Participate in, and prepare for, panels convened by AFCA to support with resolving disputes
• Contribute to development and finalisation of written findings, recommendations and determinations as needed.

We’re looking for a ANZ Banking and Expansion manager to help drive our growth plans in the region. This is a unique and exciting opportunity to play a pivotal role to grow Wise in Australia & NZ, allowing millions more potential customers to save money by using our services.

What will you be doing?

• Build and maintain strong partnerships with financial institutions (payment schemes, banks, PSPs, card schemes). You will lead commercial negotiations, pitch Wise as a client, complete due diligence processes, maintain strong and active relationships with partners, and ensure the technical teams have what they need to build a successful product for Wise customers.

• Work with the product team to prioritise new product launches, potential product changes and new features in Pacific entities that would have the biggest impact for our customers. You will be one of the product team’s go-to people for regulatory knowledge and engagement where required.

• Identify how to grow Wise in Australia and New Zealand. If we need financial services licences, you will need to help manage the process end-to-end: understand the regulations, prepare, coordinate and submit applications, and get the regulatory buy-in.

• Manage and support the day to day requirements for our current licences, both from a Product and Compliance perspective

• Together with the compliance team, understand existing and new regulations, figuring out the best way in which our product and setup are compliant with them. We see regulation as an opportunity, and we want you to help us achieve that vision! 

• Enhance risk and governance frameworks in the region alongside the Risk, Compliance, and other relevant teams.

• Manage the relationship with regulators and other important non-commercial relationships, such as with government departments.

• Have oversight of Wise’s business operations. Help guide strategy, provide leadership and alignment amongst the various functions responsible for ensuring the good health of the entity.

• Assist the preparation of papers and reports for relevant committees and Board meetings

• Have the opportunity to travel to our Regional HQ in Singapore or to our offices in Europe when needed

• You may, from time to time, take on regulatory accountability, with one or more of our local regulators.

Your mission:

• Market growth - Help to identify ways to grow Wise in Australia & NZ, then roll up your sleeves and make it happen. If we need a licence, you will be involved in the process end-to-end: understand the regulations, do the application and get the regulatory buy-in.

• Financial services partnerships - Maintain and improve relationships with financial institutions (banks, payment companies, card schemes) and assist commercial negotiations to drive down costs. You will monitor our economics to ensure that our service is competitive; if needed, onboard new Financial Institution partners.

• Strategic initiatives related to expansion - You will identify new / relevant local ways to benefit customers (such as a new local payment method or a new product feature) and implement it. You will also grow our new product offerings by identifying and pitching to relevant businesses in your target markets.

• Governance - Assist with the oversight of business operations, strategic initiatives, operational risk and compliance controls, and inter-company SLA’s.

This role will give you the opportunity to:

• Choose your own path to success - you’ll have the freedom to define the vision and the responsibility for making it happen

• Gain international exposure -  you will work with our teams in offices around the world as well as meet with regulators and partners across APAC. You will also have the opportunity to travel to our Regional HQ in Singapore and to our offices in Europe when needed

• Be a part of starting something new by helping launch Wise challenge the financial status-quo in the region 

Reporting to the General Manager, being an active member of the Executive Committee, you will work closely with the General Manager and hotel leadership team with main duties that include but are not limited to:

•  Analysing and identifying with rigor financial pressure points and opportunities to maximise efficiencies and flow through

•  Actively contribute to the hotel Executive Committee with input into the successful strategic direction of the hotel

•  Monitoring all financial systems for the Hotel to improve and streamline procedures ensuring compliance

•  Preparing annual budgets, monthly forecasting, Profit and Loss statements, BAS, Payroll Tax and Management reports in accordance with deadlines and legislative requirements

•  Continue supporting the development and growth of an enthusiastic finance team with a commercially astute, accountable and rigorous financial focus.

•  Engage with Department Leaders to develop effective measures and execute proper strategies to enhance departmental profitability and service quality targets

•  Create a team that works together with trust and takes responsibility to meet the goals of the department and the hotel

The new Finance Manager role reports directly to the Finance Director, offering a unique opportunity to join a well-established and growth-focused fintech firm.

We are seeking an energetic team player with a strong commercial mindset, capable of actively contributing to our expanding expertise in financial controllership and analytical capabilities. This pivotal role will play a crucial part in driving our financial strategy forward, ensuring robust financial controls and providing insightful analysis to support our continued growth and success.

What you'll do: 

• Managing and providing leadership to the finance team, ensuring smooth operations and fostering a collaborative work environment.
• Overseeing the monthly management reporting process, including month-end reconciliations, financial consolidation, variance analysis, and preparation of board reports.
• Assisting in the annual budgeting process and long-term strategic planning, as well as periodic re-forecasting to support business decision-making.
• Providing insightful commentary and detailed reporting to stakeholders, including equity investors and sophisticated debt providers.
• Leading the preparation of statutory audited financial statements, tax returns, BAS, FBT, and R&D claims.
• Conducting ad hoc financial analysis to support strategic initiatives and operational efficiencies.

Our client’s success is our success. And you make it happen 
 
Payment systems are complex, regulated and ever-changing. And, while we may be small, we are at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP (New Payments Platform), buy now, pay later, and open banking.  
 
Our product teams are the eyes and ears of Cuscal. They’re client-focused relationship managers, serving everything from business development, marketing, fraud, and customer support. They work out what clients need, so we can build it and launch it… often, in months, not years.  
 
We are looking for a Product Manager to join our Open Banking team.  

Open Banking refers to the application of the Consumer Data Right (CDR) to the banking sector. Significant resources are required to build, maintain and uplift the technical platforms and operational processes that underpin CDR. As a reliable CDR partner, Cuscal provides the infrastructure and connectivity solutions businesses need to connect to this open data ecosystem. 

Cuscal has leveraged nearly 60 years of experience managing sensitive payments data, to create solutions that help businesses comply with CDR. These include data holder, data recipient and data holder production verification testing.  

About the Role: 

• Design value propositions that differentiate Cuscal’s position in the market  

• Ensure that there are clearly defined product requirements, SLAs aligned to market needs, pricing models and distribution channels. 

• Manage the integration of new product development or product change into existing processes.  

• Evaluate product competitiveness to enhance business impact and product profitability. 

• Ensure that all products, services, and activities are compliant with all forms of regulation, legislation and/or policies.   

• Clearly understand the relationship between the clients and Cuscal and take every opportunity to enhance the relationship with our clients. 

• Monitor projects to provide recommendations and solutions in line with product roadmaps.  

• Develop, prepare, and deliver presentations or communications on products and services to clients and other interested parties to assist in the education process and marketing of Cuscal’s products.  

• Stay up to date on industry trends and new developments in payments technology to help improve payment processing efficiency. 

About You: 

• At least 3 years’ experience in product management in a regulated industry (CDR experience is highly regarded but not mandatory).   

• Demonstrated Experience in development and execution of product management tactics for complex products  

• Demonstrated experience in product development/enhancement of business cases for B2B Partners and clients  

• Domain experience in payments issuing, switching, settlements and/or disputes is highly regarded  

Join us at the forefront of payments 
   
Why Cuscal? 
We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits. 
 
Next Step 
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of the payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. 
     
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.