Customer Advocate & Risk Manager
Avanti Finance is growing – fast
We’re on a mission to become the best specialist lending company in New Zealand and Australia, and we’re looking for ambitious, driven people to help get us there.
We’ve got bold goals and a clear vision for the future. That means exciting opportunities for those ready to champion new ideas, challenge the status quo, and grow alongside us.
If you’re hungry to make an impact, thrive in a fast-paced environment, and love turning ideas into action – you’ll feel right at home here.
We’re looking for an experienced complaints, dispute resolution or compliance professional to take ownership of Avanti Finance Group’s customer complaints process across New Zealand and Australia.
This is a role where you’ll investigate complaints, support fair customer outcomes and turn what you learn into practical improvements across the business. You’ll also help our frontline teams build the confidence and capability to manage customer interactions effectively.
The role
Reporting to the Group Risk Manager, you’ll oversee the complaints process, ensuring that complaints are accurately recorded and appropriately managed.
You’ll manage complaints which have been referred to external dispute resolution services and provide expert guidance where required, on other complaints.
You’ll work with teams across Avanti to understand what has happened, consider the information impartially and ensure customers receive clear, fair and timely responses.
The role also has a strong assurance and improvement focus. You’ll analyse complaints data, identify trends and root causes, and work with the relevant teams to improve processes and customer outcomes.
You’ll have the opportunity to work across the Group, engage with senior stakeholders and provide meaningful insights to Avanti’s governance forums.
What you’ll do
- Oversee the complaints process, and manage complaints that have been referred to external dispute resolution services
- Ensure complaints are investigated independently and impartially, in accordance with internal policies and regulatory requirements
- Provide customers with clear, professional and timely responses
- Ensure complaints are resolved in line with internal policies and regulatory requirements
- Manage matters involving Financial Services Complaints Limited in New Zealand and the Australian Financial Complaints Authority
- Report on complaint types, sources, response times and resolution times
- Analyse complaints to identify trends, recurring issues and root causes
- Provide complaints reporting and insights to senior internal stakeholders, governance forums, as well as required external reporting
- Identify complaints management and customer interaction training needs
- Develop and deliver training for frontline teams across the Group to support sound complaints processes
- Coach and support managers with induction, refresher training and ongoing development
What we’re looking for
You’ll be someone who can balance customer advocacy with sound judgement and a clear understanding of risk and regulatory obligations.
You’ll be comfortable managing sensitive and sometimes complex matters. You’ll know how to remain impartial, ask the right questions and work towards fair and practical outcomes.
You’ll also bring:
- At least three years’ experience in complaints handling, dispute resolution or compliance
- Experience within financial services or another regulated environment
- Strong report writing skills and the ability to present information clearly
- Experience using case management or complaints tracking systems
- Experience analysing complaints trends and identifying root causes
- Confidence engaging with senior stakeholders and governance forums
- The ability to build credible relationships and influence outcomes across different teams
- Sound
knowledge of relevant legislation and regulatory requirement
What's in it for me?
At Avanti Finance, you'll be supported to grow your career, develop new skills and take ownership of your professional development.
You'll have the chance to give back to the community through initiatives such as Duffy Books in Homes and our annual volunteer day programme.
Depending on the role and team, flexible working arrangements may be available to support your work-life balance.
You'll have access to a range of benefits, which include enhanced KiwiSaver employer contributions (on top of your base salary), enhanced parental and secondary carer benefits, free access to a gym, pilates studio, sauna and state-of-the-art end of trip facilities, and fresh fruit in the office.
If you're looking for a place where you can realise your potential, feel supported and make a meaningful contribution, we'd love to hear from you.
