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Service Solutions Officer

2 months ago

Rhodes, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:

- Manage the end to end comprehensive investigation and issue resolution of internal/external Complaints, as per the handling procedures.
- Act as a single point of contact for various teams in resolving customer complaints including investigation, root cause analysis, resolution and remediation.
- Comprehensive understanding of NCCP and responsible lending obligations
- Knowledge of current Credit Reporting processes.
- Ensure diligent and accurate file management by in accordance with client Service Framework and Operational procedures.
- Undertake proactive reviews of all Quality Assurance complaint reviews, whether performed.
- Actively participate in team meetings, discussions and general feedback to ensure that all issues affecting team matters are addressed openly and with integrity and assist in process improvement initiatives.
- Strict compliance with client Incident Management, policies and procedures, including identification and reporting of Operational and Compliance risks.
- Work with management and relevant stakeholders to develop strategies to streamline and improve processes.
- Further support our compliance with the below regulatory and industry obligations for complaint management, as well as industry rules and guidelines as prescribed.
- In addition to the below, there may be additional legislation, industry codes and guidelines, or that may be adopted by our Clients from time to time.

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**You will be successful in this role if you have**:

- Requires a High School degree minimum and 3-5 years’ IDR (Internal Dispute Resolution) and EDR (External Dispute Resolution) experience is mandatory.
- Relevant experience in customer resolution and complaints management.
- Demonstrated problem solving and decision-making skills.
- Demonstrated process improvement experience.
- Relevant experience in risk management.
- High integrity and business ethics demonstrated.
- Relevant experience within the financial service industry, particularly mortgages experience is highly advantageous.
- Relevant experience with deposit and mortgage related products
- Appropriate tertiary qualifications desirable but not mandatory.
- Data management skills
- Some travel may be required within the country.

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