Customer Resolution Liaison

2 weeks ago


Sydney, New South Wales, Australia Prospa Full time

Job Summary

We are seeking a skilled Customer Resolution Officer to join our team at Prospa. As a key member of our customer experience team, you will be responsible for managing and resolving customer disputes through our Internal and External Dispute Resolution frameworks.

About the Role

As a Customer Resolution Officer, you will work closely with our customer experience lead to resolve customer disputes efficiently and effectively. Your primary responsibilities will include:

  • Resolving customer disputes through our Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) frameworks
  • Investigating and responding to escalated customer complaints in a timely and professional manner
  • Collaborating with internal teams to address complex customer issues
  • Meeting established timelines for dispute resolution and providing regular updates to stakeholders
  • Identifying opportunities to improve our dispute resolution processes and customer experience

Key Skills and Experience

To be successful in this role, you will need:

  • Proven experience in complaints management within the financial services industry
  • Excellent communication and interpersonal skills, with the ability to handle difficult conversations with empathy
  • Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions
  • Proficiency in customer service software and databases
  • Experience working in a fast-paced environment, with the ability to meet deadlines and manage multiple priorities

What We Offer

As a valued member of our team, you can expect a range of benefits, including:

  • Ongoing learning and development opportunities
  • A dynamic and supportive work environment
  • Competitive salary and benefits package
  • Opportunities for career growth and advancement

Why Prospa?

We are a Best Workplace in Technology for 2024 and are committed to creating a diverse and inclusive work environment. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.



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