Consumer Risk Manager

About the Opportunity

What you will do

• Investigate and manage customer disputes with the objective of retaining customers and restoring consumer trust
• Provide professional, honest, and personable communication to customers throughout the dispute resolution process
• Maintain a strong customer focus while balancing business and commercial considerations
• Conduct thorough investigations and maintain accurate records within required timeframes
• Assess risk and provide balanced recommendations that support both customer outcomes and business objectives
• Utilise travel industry knowledge, financial understanding, and available resources to resolve matters effectively
• Build and maintain strong relationships with internal stakeholders, suppliers, regulators, and industry partners
• Manage conflicting priorities and stakeholder expectations using diplomacy and sound judgement
• Represent FCTG in consumer tribunals and lower courts when required
• Respond to compliance requests from consumer regulators, enforcement agencies, and other external entities
• Identify opportunities to improve policies and processes that impact customer experience and risk exposure
• Support ongoing education and empowerment of retail consultants regarding compliance and customer care best practice