Resolutions Specialist
6 months ago
With seven brands across the employee benefits, fleet management and disability support industries, MMS employs around 1300 people across Australia and New Zealand. Established in 1988, MMS blazed the trail for salary packaging in Australia, and we have grown from a small family business to the ASX-listed house of brands we are today.
Our collective purpose is to make a difference to people’s lives; our vision, to be a trusted partner that provides solutions in making complex matters simple. We believe in being better together - to put people first and work together to always pursue better.
Reporting to Social Media and Complaints Manager, this role is primarily responsible for providing exceptional customer service for escalated complaints across multiple platforms.
You will serve as the primary contact for customers who have raised escalated issues with their accounts or the processes of Group Remuneration Services. Owning their file from receipt of the complaint to the resolution, and everything in between.
Key Responsibilities
- Resolving escalated customer complaints in the manner in which they are received.
- Where possible, preventing internal and external escalation.
- Fully investigate customer complaints.
- Support the identification of system, process and performance issues within the Maxxia operations business.
- Have knowledge of, and be able to advise on all aspects of the organisation’s internal complaint procedures.
- Maintain a high standard of process and product knowledge including employer policies and guidelines.
- Ensure knowledge of and compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act.
- Focus on Net Promoter Score by delivering high quality customer service on every customer interaction.
- Enter detailed information into all systems and reports as per processes outlined and developed within the resolutions team in conjunction with the Social Media and Complaints Manager.
- Provide support for the Digital Engagement team.
- Other duties as required.
Capabilities & Behaviours
- Ability to deliver information in a clear, concise manner.
- Ability to identify and resolve potential future issues, and be a keen problem solver who thinks outside the box.
- Strong decision-making skills and the ability to clearly articulate the reasons why the decision has been made.
- Ability to maintain a high quality of service in a fast-paced, high volume team.
- Willingness to own a customer’s complaint from Receipt to Resolution.
- Strong understanding of internal processes and the regulatory environment, or willingness to learn.
- Strong interpersonal skills with the ability to build rapport with customers over the phone.
- Accurate data entry skills with a high level of attention to detail.
- Negotiation skills.
- Ability to display empathy, respect and courtesy.
- Have a patient and calm demeanour whilst maintaining confidence
- Be passionate about providing the best customer experience.
- Essential_:
- Proven solution-based mindset
- Previous customer service experience
- Desirable_:
- Knowledge and understanding of Fringe Benefits Tax
- Detailed knowledge of MMSG Business Units and Process workflows
What we can offer you:
- Our strong people-first culture- Flexible/hybrid working to enhance your work/life balance- Novated lease benefits and discounts- 12 weeks Paid Parental leave and access to our Parents Portal- Exempt Employee Share Plan- Paid Income Protection Insurance under MMSG default Super plan- Access to a broad range of learning and development programs- Career break and volunteering leave- Access to Employee Assistance Program and annual Flu vaccination- Lifestyle Rewards program
As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.
-
Resolutions Specialist
7 months ago
Melbourne, Australia McMillan Shakespeare Group Full timeResolutions Specialist With seven brands across the employee benefits, fleet management and disability support industries, MMS employs around 1300 people across Australia and New Zealand. Established in 1988, MMS blazed the trail for salary packaging in Australia, and we have grown from a small family business to the ASX-listed house of brands we are...
-
Dispute Resolution Specialist
4 months ago
Melbourne, Australia IAG New Zealand Full timeMake a difference as a **Dispute Resolution Specialist.** Join the largest insurance group in Australia and New Zealand. **Your Role** Join an industry leading and fast paced team as a Dispute Resolution Specialist. Using your high-level dispute resolution capability and sense of fairness, along with your superior stakeholder skills, you’ll manage the...
-
Dispute Resolution Specialist
14 hours ago
Melbourne, Victoria, Australia Allianz Australia Full timeAt Allianz Australia, we are seeking an experienced Dispute Resolution Specialist to join our team. In this role, you will be responsible for resolving customer complaints in accordance with external dispute guidelines, policies and procedures. You will engage with stakeholders across various areas of General Insurance, including Property, Motor, Commercial,...
-
Payroll Resolutions Specialist
4 months ago
Melbourne City Centre, Australia Department of Education Full time2 x Ongoing, VPS4 Payroll Resolutions Specialist roles available About the Department The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and...
-
Claims Resolution Specialist
2 weeks ago
Melbourne, Victoria, Australia Gallagher Bassett Full timeCompany OverviewGallagher Bassett is a leading Third Party Administrator (TPA) in Australia, with five offices located in Adelaide, Perth, Brisbane, Melbourne, and Sydney. We employ over 800 staff and have a strong focus on customer service and claims management.About the RoleWe are seeking an experienced Claims Resolution Specialist to join our team. As a...
-
Complaints & Resolution Specialist
9 months ago
Melbourne, Australia Link Group Full time**Overview** As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards...
-
Customer Resolution Specialist
5 days ago
Melbourne, Australia Resolution Life Full timeAbout Resolution Life At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us. For customers, advisers, companies and the industry, we are making an impact worldwide. Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life...
-
Dispute Resolution Specialist
4 months ago
Melbourne, Australia Allianz Australia Full timeAt Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening-up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work...
-
Dispute Resolution Specialist
7 months ago
Melbourne, Australia Afterpay Full time**Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our...
-
Dispute Resolution Specialist
7 months ago
Melbourne, Australia Afterpay Full time**Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47...
-
Dispute Resolution Specialist
7 months ago
Melbourne, Australia Afterpay Full time**Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our...
-
Dispute Resolution Specialist
7 months ago
Melbourne, Australia Afterpay Full time**Company Description** It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...
-
Dispute Resolution Specialist
3 weeks ago
Melbourne, Victoria, Australia Gallagher Bassett Full timeOverviewGallagher Bassett is a leading provider of career development opportunities for its people, and we're seeking a skilled Dispute Resolution Specialist to join our Workers Compensation team.We offer attractive remuneration packaging & flexible work arrangements including Work from Home, Paid Parental Leave, Excellent working environment – our team at...
-
Dispute Resolution Specialist
2 weeks ago
Melbourne, Australia Allianz Australia Full timeAt Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening-up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work...
-
Dispute Resolution Specialist
3 months ago
Melbourne, Australia AFCA Full time**Company Description** At **AFCA**, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm. As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to...
-
Disputes Resolution Specialist
6 months ago
Melbourne, Australia AGL Energy Full timeJoin the change. Together, we’ll make history. As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as...
-
Resolutions Adviser
2 months ago
Melbourne, Australia Hudson Australia Full timeThis pay rate is inclusive of mandatory 25% casual loading Regulatory agency seeks Resolutions Adviser to handle enquiries received by consumers and lawyers and resolving consumer matter complaints **Resolutions Adviser opportunities** *** - **Approx. $60-$65 per hour plus Super dependent on experience**: - **Assignment duration is up to 6 months....
-
Dispute Resolution Specialist
1 week ago
Melbourne, Australia AGL Energy Full timePowering Australian Life. At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move. Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our...
-
Customer Resolution Specialist
3 weeks ago
Melbourne, Victoria, Australia Department of Transport and Planning Full timeAs a Customer Resolution Specialist at the Department of Transport and Planning, you will play a key role in delivering exceptional customer experiences.About the RoleThis is an exciting opportunity to join our team and contribute to making Victorian communities more accessible and liveable.Ongoing – Full time (Multiple positions)We are seeking a skilled...
-
Insurance Internal Dispute Resolution Specialist
23 hours ago
Melbourne City Centre, Australia HAYS Full timeCustomer Service | Financial Services | CBD/WFH | Temp 6-mth contract | MULTIPLE VACANCIES | ASAP start **Your new company** A nationally recognised leader in the financial services industry, this organisation's Melbourne team are forever expanding. They specialise in digital payments, instalments, and lending, and assist businesses and individuals to grow...