Complaint Resolution Manager

1 week ago

Sydney, New South Wales, Australia CFS Full time
Complaint Resolution Manager


Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people.

We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.

Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team


The Complaints Resolution team is responsible for managing and resolving all escalated member complaints (both internal and external) in an efficient and transparent manner, in line with the regulatory, legislative and business requirements.

The work encompasses end to end complaint management and includes complaint resolutions (IDR & EDR), member insights and systemic issue resolution.


Your Responsibilities

  • Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with CFS policies, principles, procedures and regulatory obligations;
  • Provide specialist guidance to internal stakeholders on relevant aspects of the complaintmanagement process;
  • Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to influence outcomes.

Your Capability and Experience

  • Superannuation and investments industry experience in complaints management, including dealing with challenging customers, negotiation and resolving issues and writing IDR responses
  • Knowledge and understanding of the regulatory requirements for complaint resolutions and AFCA processes
  • Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders
  • High degree of empathy and experience in resolving difficult and complex customer complaints
  • Demonstrated capacity to work in highly pressured and volatile environments
  • RG146 or another superannuation certification is preferred

What to Expect
At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success.

Other things to look forward to:

  • Access to CFS Employer Super
  • Life Leave 3 days per annum
  • Access to Sonder who provides humanpowered medical, mental health and safety support through one easytouse app enabling you to get support whenever and wherever you need.
  • Access to Corporate rates with BUPA Health Insurance
  • Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing.

CFS Culture
At CFS we are committed to creating a thriving environment where individuals can flourish.

We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce.

We believe that when you can truly be yourself, you can unlock your full potential.

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