Customer Resolutions Consultant

3 weeks ago

Melbourne, Australia Resolution Life Full time

Customer Resolutions Consultant

**At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide**

Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5 million customers, Resolution Life are providing existing customers with life insurance, super and investments.

**Why us?**

**Our platform vision is to be the leading in-force specialist life-insurer in Australasia by 2024, by being customer-obsessed and data-driven.**

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment. The strategic priorities of the platform are focused on ensuring the business is future-fit and sustainable, and to grow through bolt-on acquisition of in-force portfolios. We are guided by core behaviours that inform the way Resolution Life team members show up each day and interact with others.

**The Opportunity**

We have an exciting opportunity for a talented Customer Resolutions Consultant to join our team on either a permanent full-time, or part-time basis. In this role you have the opportunity to work from home, with a requirement to attend the office on an ad hoc basis and to connect with colleagues.

The purpose of a Customer Resolutions consultant is to resolve customer complaints through the IDR (Internal Dispute Resolution) process by adopting a positive relationship-based approached and demonstrating critical thinking and problem solving by engaging process and product expertise.

A Customer Resolutions consultant will improve customer experience by proactively seeking to understand a customer's dissatisfaction and resolving their concern in a fair and timely manner, to improve the customer experience through delivering good outcomes in line with business standards. They will identify issues raised from complaints and provide this feedback to the business in a constructive way for ongoing improvement to the business' processes and systems

**Your Story**
- Comply with all regulatory and Trustee requirements and timeframes for resolving customer complaints through the IDR process.
- Manage a portfolio of Insurance claims-related complaints, and other complaint types as required, by conducting thorough investigations and providing fair and reasonable outcomes to prevent complaint escalation.
- Demonstrate emotional intelligence and empathy when engaging with customers who have expressed dissatisfaction, and proactively seek to understand their needs, concerns and challenges.
- Communicate effectively with customers throughout the resolution process, using their preferred channel and plain language.
- Identify and escalate systemic issues and root causes of complaints, and provide actionable insights for improvement to relevant business areas supported by data.
- Collaborate with team members and stakeholders across the organisation to share insights, learnings and best practices for resolving complaints and enhancing customer experience.
- Participate in ongoing training and development activities to maintain and improve knowledge, skills and performance in complaint handling

**Key competencies required**
- Previous experience in handling complex and sensitive complaints from customers, ideally in an Insurance claims capacity with exposure to EDR scheme.
- Sound knowledge and compliance with the regulatory framework and guidelines.
- Demonstrated experience in handling complex and sensitive complaint management within Financial Services.
- Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.
- Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.
- Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures.Strong collaboration skills with proven professionalism to be able to engage internally and externally with stakeholders.

**Critical Skills**
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

**What Will We Do For You**:
Our culture underpins our values and guides our decision mak

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