Complaints Handling Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeResolution Full time $90,000 - $120,000

Job Title:

We are seeking a highly skilled Complaints Resolution Specialist to join our Service Solutions department. The ideal candidate will be responsible for the end-to-end complaints handling process, including comprehensive investigations, systemic issue identification, remediation and communication with customers and key stakeholders.

Key Responsibilities:

  • Manage the comprehensive investigation and resolution of internal/external complaints in accordance with established procedures
  • Liaise with key stakeholders such as AFCA, Customer Experience, Compliance and Leadership Teams
  • Act as an escalation point for complex or difficult complaints from other teams
  • Confidently manage complex issues through to resolution and remediation
  • Conduct root cause analysis on complaints to identify any underlying issue/s or process improvements

Requirements:

  • Minimum 3 plus years of experience in dispute resolution, preferably in a financial services environment
  • Essential experience in customer resolution and complaints management
  • Desirable experience with deposit and mortgage related products
  • Ability to work independently, prioritize and multitask
  • High integrity and business ethics demonstrated
  • Strong written and verbal communication skills

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