Disputes Resolution Specialist

Who is Shift?
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.
We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.
Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.
About the Role:
Looking for a role where every day brings a new challenge to solve and an opportunity to make a real impact? As a Dispute Resolution Specialist at Shift, you’ll be the go-to expert for turning sticky situations into win-win solutions. You’ll champion fairness, communicate with clarity, and help our team and customers see eye-to-eye - all while learning and growing in a fast-paced, collaborative environment.
What you’ll do:
- Take charge of both Internal (IDR) and External Dispute Resolution (EDR) cases - no two are ever the same!
- Dive in to investigate, assess, and organise info to back up every dispute
- Own the management of AFCA cases, mediations, and appeals - you’ll get right into the action
- Jump on escalated mediations and negotiations for those tricky, high-profile accounts
- Spot patterns in disputes and share insights with the team to keep us ahead of the curve
- Craft thoughtful, clear written and verbal responses that put the customer first
- Pitch ideas to make our processes smoother and our service better
- Keep everything on track with policies, systems, and regulations
- Work with amazing colleagues in Operations, Risk, Compliance, and Legal to tackle the tough stuff together
What you’ll bring:
- 2-5 years working in the world of dispute resolution, ideally in Banking/Lending services (if you’ve got fintech experience, even better!)
- Great written and verbal communication - you’re confident on the phone or over email
- A knack for negotiation and creative problem-solving
- Organised, strategic, and always focused on delivering outstanding service
- You love building relationships and know how to read a room
- Prior experience dealing with regulatory or external bodies is a big plus
- Mediation and settlement negotiation skills a bonus
- A business or finance degree? Great! But not a deal-breaker
Key benefits:
- Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
- Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
- Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
- Family support – industry leading 26 weeks paid parental leave.
- Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
- Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.
#LI-Hybrid

Employment type
FullTime

Work arrangement
Yes