Customer Complaints Resolutions Specialist

2 days ago

Sydney, New South Wales, Australia beBeeResolution Full time $90,000 - $123,000
Complaints and Customer Resolution Role

We are seeking a skilled Complaints and Customer Resolution professional to join our team. In this role, you will be responsible for investigating and resolving internal and external customer complaints regarding retail and wholesale policies in Australia and New Zealand.

  • Investigate and analyse complaints to determine the root cause;
  • Prepare responses to External Dispute Resolution (EDR) bodies such as the Australian Financial Complaints Authority (AFCA) and New Zealand's Financial Services Complaints Limited (FSCL);
  • Liaise with AFCA/FSCL where necessary;
  • Attend EDR Conciliation Conferences to negotiate settlements with customers or their representatives;
  • Refer determinations to the Dispute Resolution Committee (DRC) for final decision-making;
  • Maintain accurate records of assigned complaints;
  • Identify areas for improvement and suggest recommendations for minimising future complaints;
  • Report Compliance incidents and breaches to relevant authorities;
  • Escalate high-priority complaints that may pose a media or legal risk.
Key Responsibilities:
  • Conduct thorough investigations into customer complaints;
  • Analyse data to identify trends and patterns;
  • Develop effective strategies for resolution;
  • Collaborate with stakeholders to implement solutions;
  • Communicate regularly with customers and internal teams to ensure prompt resolution.
Benefits:
  • A dynamic and agile work environment;
  • Opportunities for continuous learning and development;
  • Flexible working arrangements to suit individual needs;
  • A focus on employee wellbeing and health;
  • Ongoing education assistance to support career growth.
About Us:

We offer a supportive and inclusive workplace culture that values diversity and promotes employee engagement. Our team is dedicated to delivering exceptional results and making a positive impact in the community. If you are passionate about customer service and dispute resolution, we encourage you to apply for this exciting opportunity.

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