Fraud and Compliance Manager

• Make an impact building a new team and shaping their ways of work!
• Impact millions of users across multiple brands!
• Permanent full time role based in Richmond or Sydney

We're REA
 With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The User Resolutions team is a newly created function within our Customer Solutions & Operations (CSO) team to handle customer enquiries related to fraudulent incidents. The Fraud and Compliance Manager will be leading this new team, helping shape the teams' ways of working to ensure we deliver the best experiences possible for all of our users.
CSO is largely accountable for delivering customer and operational excellence through pre and post-sales service experiences – i.e, sales support (internal), customer product & pricing operations, customer servicing and troubleshooting, as well as advertising operations, and transformation activities.  Customer Solutions & Operations reports through to a broader function called Customer Group; consisting of Customer Solutions & Operations, Product, Sales, Commercial Growth and Industry Partnerships and Customer Excellence (events, marketing, enablement etc).

What the role is all about

• Develop, implement, and enforce standard operating procedures and best practices for the team in line with regulation and legal requirements unique to this space.
• Oversee the handling of inbound complaints from consumers, ensuring issues are resolved efficiently and effectively.
• Act as an escalation point for complex or unresolved matters.
• Analyze and identify trends and work with other departments to address systemic issues driving failure demand or exposing our business to risk.
• Generate performance reporting outlining complaint resolution times, and other metrics.
• Present recommendations to senior management to drive continuous improvement.
• Stay updated on regulatory developments across the Real Estate industry that may impact our customers or consumers, and our business; and ensure best practice approaches to resolutions management at an enterprise level.
• Organise and lead training and development initiatives for the team to ensure they have the necessary skills and knowledge to perform their roles effectively, and to drive this function forward supporting our overall business growth.
• Lead, coach, and mentor a team of resolution specialists/customer service representatives.
• Conduct regular performance reviews and provide constructive feedback to team members.

Who we’re looking for

• Runs on the board: Leadership experience in incident management, resolutions or risk and compliance for a tech platform, classifieds or marketplace business (or within real estate).
• Excellent attention to detail, time management, prioritisation and communication skills with strong stakeholder management and a continuous improvement mindset.
• Comfort in working with a variety of CRM and inhouse systems.
• Someone who is inquisitive and curious by nature with strong investigative experience.
• Someone who looks at tricky situations through a solutions-focused lens.
• Someone who works productively in a fast-paced and agile environment.
• Someone who can persist and perform in ambiguous environments.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include: 

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life  

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

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