- Manage the Internal (IDR) and External Dispute Resolution (EDR) across the organization
- Assess, investigate and compile relevant information to support all disputes
- Case Management of AFCA files including mediations and jurisdiction appeals
- Manage escalated internal customer mediations and negotiations on complex or high risk accounts
- Manage education programs related to dispute handling for client facing business units
- Periodically review and update business policies and processes to ensure ongoing regulatory compliance
- Collate and present dispute data and trends to internal and external stakeholder groups
- Provide high quality written or verbal responses on all disputes
- Identify opportunities and contribute to process and service improvements
- Adhere to internal policy, system processes and external regulatory requirements
- Work collaboratively with Risk and Compliance and Legal Counsel in addressing complex disputes or systemic issues
