Customer Resolution Officer

About us

Over the past 25 years, Bluestone has become a trusted leader in Australian lending, known for delivering flexible, innovative, and straightforward solutions that break the mould of traditional lending. At the heart of everything we do is a commitment to support more Australians achieve their dream of homeownership, because we believe everyone deserves the chance to build their future.

We offer our award-winning lending solutions directly to brokers, allowing them to help their clients; from the self-employed, to those with imperfect credit or seeking niche lending needs. It’s this spirit of constant innovation and relentless customer focus that earnt us the title of 2025 Non-Bank of the Year.

Are you ready to join one of Australia’s fastest growing lenders?

About the role

It’s an exciting time to join one of the leading non-bank lenders in Australia as we embark on ambitious growth plans across the country.

Are you ready to play a critical role in protecting customer trust and ensuring issues are resolved with integrity? As our Customer Resolution Officer, you’ll sit at the centre of our Internal Dispute Resolution (IDR) function, overseeing the end‑to‑end process to ensure complaints are handled promptly, fairly, and in full compliance with regulatory expectations.

In this role, you’ll take ownership of Bluestone’s IDR framework, manage relationships with internal stakeholders, and act as a trusted source of guidance on complaint‑handling requirements. You’ll keep us aligned with industry best practice, identify opportunities for continuous improvement, and help reduce regulatory and reputational risk through high‑quality resolution outcomes. If you’re detail‑driven, empathetic, and passionate about doing what’s right for customers, this role offers the chance to make a meaningful impact every day.

Responsibilities

• Manage end‑to‑end customer complaints through the IDR process, ensuring fair, impartial and well‑reasoned outcomes.
• Conduct thorough investigations by gathering and assessing all relevant information, evidence and regulatory considerations.
• Handle escalated customer calls and work to resolve complaints at first point of contact where possible.
• Collaborate with internal stakeholders to obtain information needed to assess and resolve complaints efficiently.
• Prepare clear, professional and compliant written IDR responses that fully address all issues raised.
• Ensure all complaints meet ASIC RG271 and AFCA requirements, including mandatory acknowledgement and response timeframes.
• Accurately record, classify and maintain complaint data, escalating matters that carry regulatory, legal or reputational risk.
• Contribute to reporting, trends analysis and continuous improvement initiatives to reduce recurring complaint drivers.

Your Experience

• Proven experience investigating and resolving customer complaints and disputes in line with
• Minimum 5 years’ experience in financial services, including 2–3 years in complaints, dispute resolution, compliance or legal roles.
• Qualifications in law, business, finance or dispute resolution (or equivalent practical experience) preferred.
• Strong understanding of mortgage lending products and processes (highly regarded).
• RG271, delivering fair, timely and well‑documented outcomes.
• Demonstrated experience in complaints handling, dispute resolution or customer remediation within financial services.
• Strong working knowledge of ASIC RG271, AFCA Rules, consumer credit, responsible lending and financial hardship frameworks.
• Experience managing matters involving external dispute resolution schemes, including AFCA.

Key Competencies

• Ability to interpret and apply legislation, industry codes, policies and product terms to reach fair and reasonable outcomes.
• Strong analytical capability to conduct thorough investigations, assess complex information and produce clear, well‑reasoned written decisions.

What makes us a great place to work?

Our most important asset is our people. We’re committed to investing in our employees and offer a range of holistic perks and benefits to support individual needs. Our supportive and inclusive culture enables our people to grow and learn, to achieve their personal and professional goals, through collaboration and innovation. Some of our benefits include:

• Employee Assistance Program (EAP)

• Bluestone Day

• Flexible working arrangements with the ability to grow your balance

• Parental Leave

• Birthday Leave

• Volunteer Leave

Next steps…

Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Our hiring decisions are based on your experience, skills, enthusiasm, and your future potential in the role. If you feel that you meet some, but not all the requirements above, we still encourage you to apply. If you are invited to an interview, please advise us if you require any reasonable adjustments during the interview process, and what pronouns you use.

If you have any further questions, please reach out to us at recruitment@bluestone.com.au