Customer Resolutions Lead

About Liberty

At Liberty, we don’t just think outside the box - we deliver results that change lives. For nearly three decades, we’ve been redefining lending in Australia with flexible solutions that empower people to achieve their goals. Performance is in our DNA. We believe financial freedom should be accessible to everyone, and we’ve proven it by helping nearly one million customers secure home, business, personal, car, commercial, and SMSF loans.

We are a collaborative and social community that pride ourselves on being values driven. We base our vision of being the leading finance group that champions free thinking on FLAIR, our five key values that guide us to always be Fair, Learning, Accountable, Invested and Resourceful. These values inform everything we do, from how we look at the world, engage with our customers and treat each other.

About the Role

We’re seeking an experienced Customer Resolutions Lead to play a key role in strengthening and evolving our internal and external dispute resolution (IDR & EDR) capability.

This is a highly valued role with broad impact across the organisation. You will partner with teams to enhance how we manage complaints, ensure consistently fair outcomes, and support a strong, customer-focused approach aligned with regulatory expectations.

Beyond case management, you’ll contribute to continuous improvement initiatives, uplift capability across the business, and provide insights that shape how we respond to and learn from customer feedback.

You will also support our engagement with AFCA, ensuring we maintain a high standard in how we manage, respond to and learn from complaints.

Key Responsibilities

• Manage complex IDR and EDR matters, including AFCA escalations
• Review and sign off responses, ensuring they are clear, fair and well-reasoned
• Identify themes, insights and opportunities to further enhance outcomes
• Contribute to the ongoing evolution of complaint handling processes
• Enhance policies, procedures and guidance to support best practice
• Promote consistent application of frameworks across the business
• Provide coaching and training to frontline teams
• Support high-quality complaint handling and sound decision making
• Lead initiatives that strengthen root cause identification and prevention
• Analyse complaints data to identify trends, risks and improvement opportunities
• Contribute to reporting and actionable insights for leadership
• Support development of dashboards and performance metrics
• Build strong relationships with internal teams and key stakeholders
• Support AFCA engagement and ensure responses reflect our standards
• Partner with the business to embed fair, consistent and customer-focused outcomes

What you will bring

• Experience in complaints, dispute resolution, AFCA, or a regulatory environment (IDR/EDR essential)
• Strong judgement and ability to manage complex and sensitive matters
• Ability to provide constructive challenge and contribute to continuous improvement
• Experience reviewing or uplifting policies, procedures or frameworks
• Analytical mindset, with the ability to translate data into meaningful insights
• Strong written communication skills, including drafting clear and well-reasoned responses
• A focus on fairness, consistency and high-quality customer outcomes

Why join Liberty?

At Liberty, we celebrate people bringing their most genuine and authentic selves to work and we’re incredibly proud of the diverse and inclusive culture we’ve built. We’re living this commitment through our gender equality, disability, LGBTQIA+, mental health and religious and cultural initiatives. As we work towards helping people get financial, we acknowledge and value the contribution of indigenous Australians, Torres Strait Islanders and other cultural minority communities.

We strive for diversity and inclusion within our workforce and deliver a number of initiatives for our community. We are proud to be endorsed by Work180 and a certified B Corporation.

We are thrilled to be finalists in the Australian Employer of Choice and HR Team of the Year Awards – we will never be finished making Liberty the best place to work. We believe it’s the little extras that can make a big difference in helping our team meet their needs. There’s more to working at Liberty than just great financial rewards - we provide access to a large number of great benefits such as:

• Wellness perks including, free counselling, flu vaccinations, health-checks, massages, private health and gym subsidies
• We are social with monthly themed lunches and events, EOY and EOFY parties
• Community groups such as our Internal Pride Network (LGBTQIA+), Women in Leadership, Green Stars (environmental enthusiasts!) and more
• An opportunity to give back to the community with our Lend-A-Hand initiatives
• Fantastic growth and career progression opportunities with access to online development courses
• There's more?! Yes we have coffee, daily fruit, constant snacks available anytime

Liberty is an equal opportunity employer. We encourage applications from all people, regardless of race, gender, religion, age, sexual orientation, gender identity or disability.

To submit your application for this role please click the "Apply" button.

Only shortlisted candidates will be contacted.