Teams at Latitude Financial Services

Lead a Customer Experience and Social Media team to ensure voice and digital compliance, develop and implement social media customer service strategy, grow community engagement, create content, respond to customer queries, produce performance and compliance reporting, analyze trends to drive improvements, and maintain key control risk ratings.

Provide pragmatic HR advice and coaching to leaders; manage employee relations and complex ER cases end-to-end; interpret and apply AU/NZ employment law and agreements; use data and AI tools to inform decisions and identify trends; support talent, performance, reward, recruitment, change initiatives, policy development, and stakeholder engagement.

Manage end-to-end resolution of complex customer complaints referred to AFCA, ensuring regulatory compliance and timely outcomes. Investigate issues, identify root causes, prepare submissions and settlement agreements, escalate systemic risks, maintain accurate records, and collaborate with stakeholders to recommend process and product improvements. Balance customer advocacy, commercial judgement and regulatory obligations while contributing complaint insights for continuous improvement.