Customer Complaint Specialist

1 week ago

Sydney, New South Wales, Australia beBeeResolution Full time $90,000 - $110,000
Complaint Resolution Expert

This role involves managing and resolving customer complaints in accordance with a strict framework, ensuring compliance with regulatory requirements. Your primary responsibility will be to handle the end-to-end lifecycle of customer complaints, providing high-quality written responses and escalating complex issues as necessary.

  • Expertly manage customer complaints from initial receipt to resolution, adhering to regulatory guidelines and company policies.
  • Prepare detailed, accurate, and timely responses to customer inquiries and AFCA investigations.
  • Collaborate with internal teams to address and resolve complex complaints, maintaining meticulous records throughout the process.
Key ResponsibilitiesIDR Compliance
  • E nsure strict adherence to ASIC's Regulatory Guide 271 (RG271), specifically regarding complaint timeframes, customer communication, and record-keeping requirements.
  • Review and update internal procedures to reflect any changes in RG271 or related regulations, ensuring continuous compliance.
  • Support audits and reviews of IDR compliance, identifying areas for improvement and implementing necessary changes.
AFCA Liaison
  • Act as the primary liaison with AFCA, preparing comprehensive responses to investigations and queries in a timely manner.
  • Manage AFCA escalations, gathering evidence and coordinating internal input as needed.
  • Analyse AFCA determinations for trends and potential improvements to internal processes, driving continuous quality enhancement.
Complaint Data Management
  • Oversight the accurate collection, maintenance, and analysis of complaint data in line with ASIC's reporting requirements.
  • Prepare, validate, and submit regular complaints data reports to regulatory stakeholders, ensuring integrity and confidentiality of information.
  • Identify and monitor complaint trends, root causes, and systemic issues for management and regulatory stakeholders, driving proactive issue resolution.

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