Resolutions Specialist

4 weeks ago

Melbourne, Australia McMillan Shakespeare Group Full time

Resolutions Specialist

With seven brands across the employee benefits, fleet management and disability support industries, MMS employs around 1300 people across Australia and New Zealand. Established in 1988, MMS blazed the trail for salary packaging in Australia, and we have grown from a small family business to the ASX-listed house of brands we are today.

Our collective purpose is to make a difference to people's lives; our vision, to be a trusted partner that provides solutions in making complex matters simple. We believe in being better together - to put people first and work together to always pursue better.

Reporting to Social Media and Complaints Manager, this role is primarily responsible for providing exceptional customer service for escalated complaints across multiple platforms.

You will serve as the primary contact for customers who have raised escalated issues with their accounts or the processes of Group Remuneration Services. Owning their file from receipt of the complaint to the resolution, and everything in between.

**Key Responsibilities**
- Resolving escalated customer complaints in the manner in which they are received.
- Where possible, preventing internal and external escalation.
- Fully investigate customer complaints.
- Support the identification of system, process and performance issues within the Maxxia operations business.
- Have knowledge of, and be able to advise on all aspects of the organisation's internal complaint procedures.
- Maintain a high standard of process and product knowledge including employer policies and guidelines.
- Ensure knowledge of and compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act.
- Focus on Net Promoter Score by delivering high quality customer service on every customer interaction.
- Enter detailed information into all systems and reports as per processes outlined and developed within the resolutions team in conjunction with the Social Media and Complaints Manager.
- Provide support for the Digital Engagement team.
- Other duties as required.

**Capabilities & Behaviours**
- Ability to deliver information in a clear, concise manner.
- Ability to identify and resolve potential future issues, and be a keen problem solver who thinks outside the box.
- Strong decision-making skills and the ability to clearly articulate the reasons why the decision has been made.
- Ability to maintain a high quality of service in a fast-paced, high volume team.
- Willingness to own a customer's complaint from Receipt to Resolution.
- Strong understanding of internal processes and the regulatory environment, or willingness to learn.
- Strong interpersonal skills with the ability to build rapport with customers over the phone.
- Accurate data entry skills with a high level of attention to detail.
- Negotiation skills.
- Ability to display empathy, respect and courtesy.
- Have a patient and calm demeanour whilst maintaining confidence
- Be passionate about providing the best customer experience.

**Essential**:

- Proven solution-based mindset
- Previous customer service experience

**Desirable**:

- Knowledge and understanding of Fringe Benefits Tax
- Detailed knowledge of MMSG Business Units and Process workflows

**What we can offer you**:

- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Employee Assistance Program and annual Flu vaccination
- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Job ID R6510

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