Customer Complaints

3 weeks ago

Sydney, Australia Spaceship Full time

Customer Complaints (Investing / Superannuation) Officer

At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. In 2023, we launched a new US Investing service.

Since launch, we have grown to more than 200,000 financial members and surpassed $1.5 billion in funds under management - but we're just getting started.
**What will you be doing?**

For a business that enables people to invest in their future, trust is everything. This means the Customer Support team is absolutely crucial to the success of Spaceship and its customers.

Developing trust not only requires the Customer Support team to have a deep understanding of superannuation, investing and the inner workings of our products, but also an ability to empathise with a diverse bunch - sophisticated investors who appreciate Spaceship's investment strategy, as well as complete investing newbies.

We're looking for a passionate team-player to join our Customer Support team as a Complaints Officer. At Spaceship, we value customer feedback and view customer complaints as a mechanism to provide us with opportunities to learn, and improve the operations of our business and the level of service we provide.

The Complaints Officer's primary responsibility is to aid Spaceship in effectively managing and resolving customer complaints in an appropriate and timely manner.

You will be joining a small 8 person team, who are all about the customer experience at Spaceship. While ultimately responsible for answering customer enquiries and solving their problems, you will also play a key role in product development by connecting customer feedback with different areas of the business including Product, Marketing, Engineering, Risk & Compliance and Investments.

In this role, you will be responsible for all the above, and specifically:

- Assessing, documenting, logging, escalating and resolving customer complaints.
- Using a range of complaint resolution techniques including early resolution, service provider
- resolution, conciliation and investigation.
- Collaborating with the Customer Support team and other relevant teams and stakeholders to resolve complaints in a timely manner.
- Assisting in managing complaints escalated to the Australian Financial Complaints Authority (AFCA) and other relevant third parties.
- Developing positive and collaborative working relationships with team members and internal and external stakeholders
- Working closely with the Head of Customer Support & Customer Complaints Manager to drive business awareness of emerging and/or systemic issues arising from complaints.
- Regularly reporting and providing feedback on complaints to the broader business to assist in the management and development of improved systems and processes.

**What are we looking for?**
- A minimum of 4+ years' experience across different Customer Centric roles, with at least two years in the financial services industry, preferably in superannuation or investments.
- At least 1 year of experience in the financial services dispute resolution domain with a deep understanding of RG 271 requirements.
- Excellent written and verbal communication skills.
- Exceptional attention to detail, strong critical thinking and problem-solving skills.
- A deeply empathetic inclination, capable of advocating for our customers and recognising situations where additional support might be needed (e.g. vulnerable customers).
- The ability to work autonomously to determine the most suitable approach for managing and resolving customer complaints in a timely manner.
- A proven track record of being a high performer within a fast-paced environment, with the ability to meet tight deadlines and adhere to strict deadlines.
- The ability to demonstrate resilience and tenacity
- Ideally, you have RG146 accreditation
- Superannuation experience is preferred

You will thrive in this position if you are:

- Excited by our mission, and hungry for a challenge in a growing startup.
- Passionate about forward-thinking technology products, and more specifically investment and fintech products.
- Empathetic, patient and able to understand a problem from different viewpoints.
- Able to demonstrate initiative and persistence in solving problems.
- Constantly iterating to come up with the best solution.
- An exceptional communicator who thrives in a collaborative environment.
- Inquisitive with a strong aptitude for learning.

**What are the perks and benefits?**
- Competitive salary.
- Flexibility to work from home 1-2 days
- Health and wellness benefits.
- Learning and development allowance.
- Working from home allowance.

**Who are we?**

We are ~40 people passionate about enabling people to invest in their future.

We value forward-thinking, accessibility, curiosity, transparency and simplicity in everything we do - from the way we collabo

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