Senior Complaints Resolution Expert

2 weeks ago

Melbourne, Victoria, Australia beBeeQuality Full time $90,000 - $120,000

Complaints Quality Assurance Specialist Role Overview

Bank Australia is seeking a highly skilled and experienced professional to lead the uplift of complaints capability across the bank. This senior level role will be responsible for providing expert oversight of closed cases to ensure compliance with regulatory obligations, internal policies, and industry codes.

  • Design and implement a fit-for-purpose complaints QA program aligned with regulatory and industry standards.
  • Conduct second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes.
  • Identify breaches or risks and collaborate with business leaders to address root causes.
  • Deliver data-informed insights to uplift first-line capability and improve customer experience.
  • Develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations.

The successful candidate will have strong attention to detail and sound judgement in assessing complaint outcomes, as well as the ability to deliver targeted training, coaching, and reporting.

Key Responsibilities:
  • Lead the development and implementation of a comprehensive complaints quality assurance program.
  • Conduct regular reviews of closed complaints to identify trends, patterns, and areas for improvement.
  • Collaborate with business leaders to address identified issues and implement improvements.
  • Develop and deliver targeted training programs to enhance first-line staff skills and knowledge.
  • Provide ongoing support and guidance to staff on complaint handling and resolution.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.

They will also have strong analytical skills, with the ability to identify and analyze complex data sets and develop actionable insights.

A commitment to delivering high-quality results and maintaining confidentiality is essential for this role.

Requirements:
  • Relevant tertiary qualification (desirable).
  • Strong attention to detail and sound judgement in assessing complaint outcomes.
  • Accountable, proactive, and outcomes-focused with a continuous improvement mindset.
  • Skilled in stakeholder engagement and confident working across all levels.
  • Proven ability to deliver targeted training, coaching, and reporting.
  • Hands-on experience with CRM systems (preferably Microsoft Dynamics) and reporting tools.
  • Proficient in Microsoft Word and Excel.
  • Commitment to Bank Australia's purpose, aspiration, values, and brand as well as the B Corp ethos.

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