Team Leader – Corrections & Compliance

Equifax

Team Leader guiding customer corrections, disputes, and compliance operations for an Australian financial-services team. Coaching staff, managing escalations, and improving regulatory case-handling processes.

Posted 9/10/2026full-timeBrisbane • 🇦🇺 AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in team leadership, process improvement, and compliance management within customer service and dispute resolution. Proficient in coaching and mentoring while effectively managing complex customer complaints and regulatory interactions.

Highest-signal resume keywords

Team LeadershipProcess Improvement MethodologiesRegulatory Compliance (ASIC, AFCA)Customer Dispute ResolutionCoaching and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementDispute ResolutionPerformance ManagementAnalytical SkillsProblem-Solving

Soft Skills

CoachingMentoringCommunicationTime ManagementDe-Escalation Techniques

Tools & Technologies

CRM SystemsSalesforceCase Management SoftwareGoogle Suite

Certifications & Qualifications

Tertiary Qualification in Relevant Field

Industry Keywords

Customer ServiceQuality AssuranceCompliance RequirementsFinancial ServicesOperational Data Analysis

About the role

Key responsibilities & impact

Lead and develop a collaborative team, managing daily operations and workloads
Coach team members on processes, conduct performance reviews, and set objectives
Implement and oversee quality assurance for accurate, compliant, and fair case handling
Manage escalated issues and analyze disputed transactions
Champion continuous improvement by identifying efficiencies and implementing new procedures
Develop and maintain process, policy, and training materials
Monitor compliance concerns and analyze operational data for systemic issues
Lead initiatives to address root causes
Oversee and resolve highly complex customer escalations
Guide the team on de-escalation techniques

Requirements

What you’ll need

Tertiary qualification in a relevant field
Experience with process improvement methodologies and industry-specific products/services
Proven team leadership or supervisory experience in customer service or dispute resolution with case management focus
Demonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDR
Strong understanding of relevant regulatory frameworks and compliance requirements, including ASIC and AFCA guidelines in Australia
Exceptional coaching, mentoring, and performance management skills
Excellent written and verbal communication, analytical, and problem-solving abilities
Ability to manage multiple priorities, work under pressure, and meet deadlines
Proficiency in CRM systems, preferably Salesforce, case management software, and Google Suite
Experience leading teams through significant process or organizational changes in a resolutions environment
Experience with complex product disputes or significant regulatory interaction within financial services complaints

Benefits

Comp & perks

4 days of in-office collaboration (Monday–Thursday), paired with Friday flexibility to work remotely
Reflect Reconciliation Action Plan (RAP)
Inclusive workplace welcoming people of all backgrounds
Diverse and collaborative work environment