Complaints Officer

2 weeks ago


Melbourne City Centre, Australia Recoveriescorp Full time

**Job no**: 492866

**Work type**: Full-time Permanent

**Location**: Melbourne CBD

**Categories**: Risk, Governance & Compliance

**About the company**

At recoveriescorp, we believe our people are our most valuable asset. By living our WECARE values we achieve excellence in everything we do. We constantly strive to be the number one provider to our clients and our community.

To help support our people we offer:

- Hybrid working 'Flexibility To Suit You' Model which empowers you to decide where you do your best work
- 24/7 EAP service available for you and your immediate family members
- Income Protection Insurance,
- WFH Allowance,
- Health & Wellness initiatives including discounted health insurance
- Monthly 'FriYAY' additional half-day off at the end of each month
- Additional ‘Unplugged’ no-questions-asked leave
- Cultural Holiday swap program, work the holidays that suits you.
- Award-winning diverse organisational culture. Learning & development programs.

**About the role**
- The Complaints Officer plays a key role in handling complaints with in stipulated timeframe. They are responsible for administering the Internal Dispute Resolution function for recoveriescorp and TCFA. They identify trends and

escalate them to their immediate Leader/ Group Manager.
- To support the achievement of Recoveries Corporation’s business objectives through managing the outcomes of a complaint in order to ensure ongoing delivery of outstanding collection outcomes for our clients.
- Specifically, this involves tasks such as:

- Investigating and responding to complaints via recoveriescorp’s internal dispute resolution process.
- Ensure high quality customer service and responsiveness whilst meeting regulatory requirements when managing complaints
- Liaise with aggrieved customers with the aim of resolving concerns in a positive and professional manner in specified timeframes.
- Receive and manage customer complaints escalated by AFCA or other governing bodies
- Manage, investigate and coordinate information required to solve customer complaints
- Investigate relevant external factors impacting on customer complaints.
- Coordinate cases in preparation for Ombudsman/AFCA interactions.
- Maintain a strong knowledge of the Debt Collection and Debt Purchase regulatory framework impacting on customers and customer service
- Providing recommendations on process improvement
- Identifying trends and communicating findings to immediate Leader/ Customer Care Manager
- Preparing Internal & client reporting providing results, trends and recommendations
- Managing and monitoring the Customer Care, Complaints and Privacy Officer Inbox
- Managing the Customer Care Inbound line.
- Actively participating in the company’s continual improvement of systems
- Provide feedback, insights and support to internal stakeholders.

**About you**
- Qualifications / Knowledge
- Advanced knowledge of recoveries functions and systems
- Knowledge of service level agreements
- Knowledge of relevant legislation
- Knowledge of workplace policies
- Experience
- Experience within a collections role and or;
- Previous experience with client liaison and understand key requirements of client service level agreements
- Experience in operating the Microsoft Office suite
- Capabilities
- Motivating others to comply is essential
- Influencing & negotiating skills is essential
- Listening and communication skills is essential
- Effective personal presentation skills
- Ability to analyse & and evaluate information essential
- Quality focus essential
- Ability to build & maintain relationships desirable
- Planning & organising skills desirable
- Attributes
- Proactive and creative thinker
- Team work essential
- Genuine interest in a compliance culture, and promoting compliance awareness essential
- Results orientation desirable
- Resilience desirable
- Self-motivation desirable
- Ability to maintain confidentiality essential

Don’t wait to apply. We are seeking to fill this role ASAP

**Advertised**: 02 Jun 2023 AUS Eastern Standard Time
**Applications close**: 16 Jun 2023 AUS Eastern Standard Time



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