Resolutions Specialist

3 weeks ago

Melbourne, Australia McMillan Shakespeare Full time

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.

  • Claims Resolution Specialist

    15 hours ago

    Melbourne, Victoria, Australia LeavePlus Full time

    Job OverviewThe LeavePlus team is seeking a skilled and dedicated individual to join our Member Benefits team as a Claims Resolution Specialist. This role plays a crucial part in processing member claims, ensuring compliance with relevant legislation and business policies.

  • Dispute Resolution Specialist

    4 weeks ago

    Melbourne, Australia IAG New Zealand Full time

    Make 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...

  • Resolutions Specialist

    4 weeks ago

    Melbourne, Australia McMillan Shakespeare Group Full time

    Resolutions 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...

  • Payroll Resolutions Specialist

    4 weeks ago

    Melbourne City Centre, Australia Department of Education Full time

    2 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...

  • Dispute Resolution Specialist

    15 hours ago

    Melbourne, Victoria, Australia Allens Corporate Services Full time

    Allens Corporate Services is a leading international law firm with a proud 200-year heritage of shaping the future with our clients, our people, and the communities in which we work.We value personal growth and career progression equally. Through our in-depth career coaching, focus on innovation, and international secondment program, we aim to create future...

  • Disputes Resolution Specialists Wanted

    5 days ago

    Melbourne, Victoria, Australia Ablethorpe Recruitment Full time

    Company OverviewAblethorpe Recruitment is a leading provider of specialist legal recruitment services. With a strong reputation for delivering high-quality candidates and exceptional service, we are committed to helping law firms and corporations find the best talent in the industry.Our team of experienced recruiters has a deep understanding of the legal...

  • Dispute Resolution Specialist

    5 days ago

    Melbourne, Victoria, Australia Care Recruitment Full time

    Company OverviewCare Recruitment is a leading provider of recruitment solutions for the financial services and insurance industries.Our team of experts understands the importance of finding the right candidate to fill critical roles within these sectors.We take pride in our ability to deliver exceptional results and build long-lasting relationships with our...

  • Customer Resolution Specialist

    4 weeks ago

    Melbourne, Australia Resolution Life Full time

    About 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...

  • Conflict Resolution Expert

    5 days ago

    Melbourne, Victoria, Australia Allianz Popular SL. Full time

    As a Dispute Resolution Specialist, you will play a crucial role in ensuring that customer complaints and disputes are resolved efficiently and fairly. You will collaborate with cross-functional teams to achieve business objectives and contribute to the strengthening of governance, risk management, internal control environment and the risk culture of...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia AGL Energy Full time

    As the needs of our customers change, so do we. At AGL, we believe progress is powered by our people. If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today. Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more...

  • Dispute Resolution Specialist Advisor

    5 days ago

    Melbourne, Victoria, Australia Allianz Popular SL. Full time

    Allianz Popular SL values and cares for all the things that make you, you. We believe in a place where learning never stops, where you can grow new skills and open-up exciting possibilities. At our company, we know that flexible work comes in different forms and we're embracing hybrid teams - enabling employees to maintain a balance of working both in the...

  • Resolution Specialist

    3 weeks ago

    Melbourne, Australia Viva Energy Full time

    A career with Viva Energy is more than just a job. It’s an opportunity to be part of something bigger. To support the world's evolving energy needs by producing and supplying energy products that keep Australian's moving today as we help to build a sustainable future for tomorrow. Will you be part of the energy solution? **About the role**: The...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Australia AGL Energy Full time

    As the needs of our customers change, so do we. At AGL, we believe progress is powered by our people. If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today. Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more...

  • Nsc Complaints Resolution Specialist

    3 weeks ago

    Melbourne, Australia AMP Limited Full time

    **The opportunity** The Customer Resolution Specialist is responsible for helping the Client Servicing teams to continuously improve the quality of our customers’ experiences. This is done by partnering with your colleagues and stakeholders to actively respond to complaints/disputes and using the feedback to turn negative customer experiences into...

  • Resolutions Specialist

    3 weeks ago

    Melbourne, Australia McMillan Shakespeare Full time

    Maxxia is one of Australia’s leading workplace benefits program providers, with over 20 years of experience. At Maxxia, we’re all about adding value to your business. We continuously strive to give our customers the best service, strong solutions and big wins through our salary packaging and novated leasing benefits.Reporting to Social Media and...

  • Disputes Resolution Specialist

    3 weeks ago

    Melbourne, Australia AGL Energy Full time

    Join 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...

  • Dispute Resolution Officer

    3 weeks ago

    Melbourne, Australia Dixon Appointments Full time

    Full-time located in CBD, WFH opportunities - 6-month assignment - State Government Department - Full-time located in CBD, WFH opportunities - 6-month assignment - State Government Department **The Organisation**: The vision of the State Government Department is for a justice and community safety system that works together to build a safer, fairer and...

  • Dispute Resolution Specialist

    5 days ago

    Melbourne, Victoria, Australia RGIT Australia Full time

    Key ResponsibilitiesAs a Resolutions Officer, the successful candidate will be responsible for:Managing and resolving customer complaints in a professional and courteous manner.Collaborating with colleagues to identify and address systemic issues that may be contributing to customer complaints.Developing and implementing strategies to prevent customer...

  • Disputes Resolution Specialist

    5 days ago

    Melbourne, Victoria, Australia Minter Ellison Full time

    MinterEllison, one of Australia's largest law firms, has nearly two centuries of experience in the business world. We are known for our expertise in legal and consulting services, as well as our inclusive and authentic company culture.Our purpose is to create long-term value for our clients, people, and communities. This means we have a proud history of...

  • Customer Resolutions Specialist

    2 weeks ago

    Melbourne, Australia IAG New Zealand Full time

    Make a difference as a** Customer Resolutions Specialist - CTP.**Join the largest insurance group in Australia and New Zealand. **Your Role** Join our diverse Compulsory Third Party (CTP) complaints process, including consultants, technical advisors, and manager, with backgrounds in legal and allied health professions. You’ll be responsible for the...