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Work with Bluestone

Join a company that values you. Picture a dynamic work environment with tight-knit teams and abundant learning opportunities.

Complaints Manager

Position Title: Complaints Manager
Location: Sydney

Team: Legal & Compliance
Reports To: Head of Legal and Compliance

Bluestone is a fast-growing lender specialising in residential home loans. We have a team of over 275 professionals across Australia, New Zealand and the Philippines. We help people with a variety of financial needs, whether they are looking to refinance, purchase homes or invest in residential property.

When it comes to our team, we place equal importance on personal qualities and technical ability, and provide continuous learning opportunities to help our people make their ambitions reality. With smaller teams and a flat structure, it’s easy to fit in with our close-knit gang from the first day. Our values reflect how we think, act and build trust with our colleagues and customers. Above all, we value transparency, ownership, enterprise, commitment and collaboration. These principles allow us to thrive as a team and support others in their journeys to grow and develop.

As Complaints Manager, a typical day for you looks like:

  • Reviewing AFCA complaints
  • Advising on and respond to complaints
  • Negotiating resolutions of complaints
  • Providing IDR advice
  • Acting as a customer champion when managing complaints received from all channels
  •  Managing complaints through policies and procedures with the aim of providing prompt and quality end to end resolutions
  • Working in partnership with the Head of Legal, Risk and Compliance to ensure a consistent and effective complaint handling process is in place
  • Partnering with the relevant teams to ensure governance and effective follow-through is in place to monitor the complaints handling processes
  • Ensuring effective governance and oversight of the ‘customer concerns/complaints’ across the key product and business forums
  • Maintaining an effective partnership with the Head of Legal, Risk and Compliance in conjunction with the Leadership team to proactively manage the regulatory risk for the business
  • Identifying drivers of complaints and/or dissatisfaction through analysis and scoping of root causes and developing and implementing appropriate quality process solutions to address customer issues
  • Being responsible for reports to management on complaint statistics, trends, escalations, and other timely information

Your Responsibilities

  • Negotiating suitable resolutions of complaints with customers
  • Drafting and managing submissions to the Australian Financial Complaints Authority (AFCA)
  • Ensuring that in-depth independent reviews of all EDR complaints are actioned, resolved and finalised in an efficient and transparent manner and to legislative standards
  • Taking a leading role in reporting to the business & Senior Management on issues identified through the complaints management process, including systemic issues
  • Assisting with the preparation of Board and Board Committee Reports
  • IDR complaints advice

You'll walk in the door with

  • 3-4 + years legal experience preferably in banking and finance
  • Dispute resolution experience
  • Experience in compliance within financial services in Australia is preferable
  • Knowledge of Australian regulatory requirements for complaint resolution
  • Law degree required
  • Be meticulous in work and diligent in follow-ups to effective closures
  • Strong critical thinking and problem solving skills, including the ability to analyse operational and financial impact of various alternatives and risk mitigation approaches
  • Confidence to operate in a principled manner, focused on effective decision making
  • Ability to manage multiple stakeholders and ensuring an engaged interaction to influence and drive business recommendations
  • Ability to influence and drive senior business discussions/forums across businesses

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Our Current Opportunities

Attention recruiters: We have a Preferred Supplier Agreement (PSA) in place for our open roles, so we ask that agencies outside of this agreement do not submit any applications.

New loan enquiries

1800 466 418

Customer service enquiries

13 BLUE (2583)