Disputes Case Analyst

4 weeks ago


Sydney, Australia SB Recruitment Full time

Salary:

- Contract Type:

- Temporary
- Location:

- Sydney - NSW
- Industry:

- Call Centre & Customer Service
- Contact Name:

- Contact Phone:

- Date Published:

- 25-May-2023
- **Company Description**:
This renowned financial institution, recognized with multiple awards, has been a dominant force in the market for over six decades, providing financial services to a nationwide customer base of over 100,000 members. Not only are they known for their innovative approach, but they have also earned the trust of numerous Australians. Currently, their Disputes Department has an exceptional opportunity for an experienced Customer Service Specialist to assist the organization in the triage of complaints and analyzing trends.

**Benefits**:

- Hybrid work model enabling a flexible work arrangement.
- Supportive, inclusive, and friendly team fostering respect and collaboration.
- Achievable work/life balance.

Reporting directly to the Disputes Manager you will be responsible for the following duties:

- Oversee the management of the complaints inbox and handle referrals from internal teams
- Evaluate and categorize each complaint to determine the necessary actions required.
- Collaborate with other teams, as needed, to gather additional information pertaining to the complaints.
- Create records on the Customer Relationship Management (CRM) system for each received complaint and send a written acknowledgement to the complainants within agreed turnaround times.
- Initiate introductory calls to complainants, introducing the dispute resolution team and the IDR process.
- Support the existing team in collecting physical evidence, such as documents, contracts, account statements, call recordings, etc., during the complaint investigation phase.

To thrive in this position, you should possess the following qualifications and personal attributes:

- Min 12 months experience in administration or customer service
- Preferred experience working in the banking or financial sector.
- Comfortable and adept in utilizing various software programs, especially Microsoft suite.
- Effective time management abilities and exceptional attention to detail.
- Outstanding communication skills, both verbal and written.

**Application Process**:



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