At Prospa, we exist to unleash the potential of small business. We are building the future of small business and simplifying cashflow by building a leading platform that helps customers make payments, fund growth and reduce admin.

The role

As our Customer Resolution Officer, you will report to the Customer Experience Lead and focus on managing and resolving customer disputes through Prospa's Internal and External Dispute Resolution frameworks.

What you’ll be doing

• Resolving customer disputes through Prospa’s Internal Dispute Resolution (IDR) and AFCA's External Dispute Resolution (EDR).
• Handling and investigating escalated complaints quickly and professionally.
• Collaborating with different departments to address complex issues effectively.
• Meeting established timelines for dispute resolution.
• Suggesting process improvements based on insights from disputes.
• Identifying opportunities to enhance customer service.
• Training team members on best practices for handling complaints.
• Keeping accurate records of customer interactions and resolutions.
• Providing quarterly analysis of trends related to customer disputes at Prospa's QBRs.

What you'll need to succeed

• Proven experience in complaints management within financial services.
• Strong communication and interpersonal skills.
• Ability to handle difficult conversations with empathy.
• Excellent problem-solving and analytical skills.
• Proficiency in customer service software and databases.
• Demonstrated ability to work under pressure and meet deadlines in a fast-paced setting.
• Experience managing diverse internal and external stakeholders.
• Experience making decisions that balance business and customer needs.
• Strong collaboration and relationship-building skills

Don't let a confidence gap get in the way of submitting your application.

What we offer:

As a busy grow getter, our benefits are here to help you be unstoppable in your mission. Whether it's a lofty career goal, investing in your family, saving the planet or simply feeling fulfilled:

• Growth: There's something for everyone including learning days, a learning allowance, leadership programs, CliftonStrengths workshops, digital learning, and biannual companywide learning weeks
• Wellbeing: Think fitness initiatives, seasonal programs (including flu shots, massages, skin checks, wellness classes), additional "Me Days" and access to holistic EAP coaching.
• Lifestyle: Find your fit with flexible working options, top notch office facilities and diverse remote/ travel work options. You can also purchase additional leave and take up to 18 weeks paid parental leave.
• Impact: Join a business that cares and is recertified as carbon neutral. And you can tap into volunteer days, our partnership with Kiva and join a range of employee resource groups.

Why Prospa?

We’re a Best Workplace in Technology for 2024! We embrace diversity in our people and our thinking. You'll find an environment where there's always something new around the corner. It's collaborative, inclusive and respectful. A place where we celebrate who you are, naturally.

We're building the future of small business finance. Join us!