Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.
We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like-minded individuals to join our thriving business.
The IDR specialist is responsible for managing and resolving customer complaints in accordance with regulatory requirements, including ASIC Regulatory Guide 271 (RG271) and Australian Financial Complaints Authority (AFCA) expectations. The role ensures complaints are handled fairly, efficiently and consistently, and within prescribed timeframes, while supporting positive customer outcomes and reducing the risk of escalation to External Dispute Resolution (EDR).
Job Description
Tasks
Complaint Management
Receive, investigate and resolve customer complaints through the IDR process.
Conduct fair, impartial and thorough assessments of complaints, considering all relevant information, evidence and regulatory obligations.
Liaise with internal stakeholders to obtain required information required to investigate matters raised in complaints.
Handle escalated phone calls from internal teams to attempt to resolve a complaint at first point of contact.
Prepare clear, compliant, and well-reasoned written IDR responses that address all matters raised in the complaint.
Ensure all complaints are resolved within RG271 timeframes.
Regulatory Compliance
Ensure complaint handling aligns with ASIC RG271, AFCA Rules and internal policies, including required timelines (acknowledgement within 24 hours or as soon as practicable; IDR response within 30 calendar days, and within 21 days for hardship, default notices or postponements).
Ensure all complaints are captured, classified and tracked in line with policy and privacy requirements.
Identify possible systemic issues, emerging risks and root causes arising from complaints.
Escalate matters appropriately where regulatory, legal or reputational risk is identified.
Maintain accurate and complete complaint records in line with compliance requirements. Ensure each complaint is recorded in Protecht.
Stakeholder Engagement
Communicate effectively and empathetically with customers, demonstrating active listening and professionalism.
Collaborate with frontline teams, operations, legal, risk and compliance teams to support complaint resolution.
Provide guidance to internal teams on complaint handling expectations and regulatory obligations. Attend scheduled meetings to discuss and recommend improvement strategies.
Reporting & Continuous Improvement
Contribute to complaint trend analysis and reporting.
Support initiatives to reduce complaint volumes and EDR referrals.
Recommend process improvements to enhance customer experience and complaint outcomes.
Education/Training/Experience
Previous experience in complaints handling, dispute resolution, customer remediation, or a related role with financial services (auto-finance preferred)
Experience preparing formal written complaint responses and handling dissatisfied customers.
Excellent written and verbal communication; high emotional intelligence and resilience.
Are you Driven by More?
When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.
If you meet the above criteria and would like to join our team click APPLY NOW!
Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.
To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.
Successful applicants will be required to complete background checks through our external provider as a condition of employment.
