Customer Complaints Resolution Specialist

6 days ago

Sydney, New South Wales, Australia beBeeCompliance Full time $100,000 - $130,000

Job Title: Customer Complaints Resolution Specialist

Job Description:

The ideal candidate will possess a strong understanding of regulatory requirements and have experience in complaint handling, risk & compliance, or similar roles preferably in financial services or fintech. They will be responsible for managing and resolving customer complaints within the internal dispute resolution framework.

The specialist will ensure that all complaints are handled with diligence, fairness, and regulatory compliance, directly contributing to the organization's reputation for customer advocacy and operational excellence.

Key Responsibilities:
  • IDR Complaint Handling
    • Manage the end-to-end lifecycle of customer complaints in accordance with the IDR policy and process, ensuring timelines and documentation standards are met.
    • Provide high-quality written responses to complainants, clearly summarising issues, findings, outcomes, and options for further escalation.
    • Escalate unresolved or complex complaints to appropriate internal teams or to AFCA, as appropriate.
    • Maintain meticulous records of all complaints, correspondence, actions, and outcomes within the complaint management system.
  • RG271 Compliance
    • Ensure strict adherence to ASIC's Regulatory Guide 271 (RG271), especially regarding complaint timeframes, customer communication, and record-keeping requirements.
    • Review and update internal complaints procedures and training material to reflect any changes in RG271 or related regulations.
    • Support internal audits and reviews of compliance with IDR and RG271.
  • AFCA Process Management
    • Act as the key liaison with AFCA, preparing detailed, accurate, and timely responses to AFCA investigations and queries.
    • Manage AFCA escalations, including gathering evidence, preparing submissions, and coordinating internal input as needed.
    • Monitor and analyse AFCA determinations for trends and potential improvements to internal processes.
  • ASIC Complaint Data Reporting
    • Oversee accurate collection, maintenance, and analysis of complaint data in line with ASIC's reporting requirements.
    • Prepare, validate, and submit regular complaints data reports to ASIC, ensuring integrity and confidentiality of information.
    • Identify, monitor, and report on complaint trends, root causes, and systemic issues for management and regulatory stakeholders.
Required Skills and Qualifications:

The successful candidate will possess a minimum of 2 years' experience in complaints handling, risk & compliance, or similar roles, preferably in financial services or fintech. They should have a strong understanding of ASIC RG271, the Australian complaints landscape, and AFCA schemes. Additionally, they will require excellent verbal and written communication skills, analytical and problem-solving abilities, attention to detail, and ability to manage multiple priorities and resolve sensitive matters in a fast-paced environment.

Benefits:

The position offers competitive salary and bonus scheme, office gym membership, group private health insurance, unlimited training and growth opportunities in the investment industry.

Others:

The role demands a strong technical understanding of regulatory requirements and has a significant impact on the organization's reputation for customer advocacy and operational excellence.

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