Complaints Resolution Specialist

2 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $106,050 - $124,839
Job Description

As a key member of the team, you will be responsible for investigating and coordinating complaints activity to improve member experience and enable mutually satisfactory outcomes.

Key accountabilities include:

  • Providing exceptional customer service in managing and resolving complaints;
  • Communicating effectively with complainants and other stakeholders to enable mutually satisfactory outcomes;
  • Writing high-quality responses to all complaints;
  • Completing regular reporting on complaints and distributing it to relevant departments;

You will be responsible for ensuring data integrity, receiving and recording complaints, assessing and investigating information to support all complaints from initial receipt to resolution, and managing workflow for the team. You will also ensure that service standards are met and maintained across the team, meeting commitments and delivering results to a high quality standard.

The role requires strong analytical and problem-solving skills, attention to detail, time management, and organisational skills. You should have a commercial, risk-aware, and outcomes-focused approach, with understanding of core services and strategic objectives.

Key responsibilities include:

  • Liaising with complainants during the rectification process;
  • Interpreting complex policies, product information, and procedures;
  • Escalating high net worth or media complaints to mitigate risks;
  • Coordinating with various business units to ensure timely actions;
  • Building and maintaining good working relationships with colleagues and external parties;
  • Making recommendations for changes or actions based on root cause analysis;
  • Supporting best practice initiatives, investigating processes, and seeking feedback to continually improve practices and procedures;
  • Imparting knowledge and working with others to identify opportunities to improve efficiencies and processes;
  • Reporting non-compliance with policy or procedures;
  • Managing the complaints process according to legal, risk, and compliance requirements;
  • Convening internal and external forums to review complaints reporting, trend analysis, operational process improvements, and preventative actions;
  • Promoting a positive and professional culture within the team;
Required Skills and Qualifications

Tertiary qualifications in Business or a related discipline, along with superannuation industry knowledge and experience at an operational level, are preferred.

Benefits

Link Group is a leading fund administration and share registry specialist, committed to handling sensitive data securely and confidentially. Our expertise in digital solutions and data analytics enables us to develop technology-enabled administration solutions to meet client needs.

Others

You will work across organisational boundaries, building strong working relationships with key stakeholders. The ability to handle ambiguity and change in role direction is essential to support business needs.

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