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Resolution Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeResolution Full time $100,000 - $130,000
Resolution Specialist

About the Role:

We are seeking a skilled Resolution Specialist to manage complaints and enhance customer experiences.

This role is ideal for someone who is passionate about resolving disputes and fostering positive relationships. You will thrive in a dynamic environment with new challenges daily, and be a critical thinker and collaborative problem solver.

Your Key Responsibilities:

  • Manage complaints lodged through external dispute resolution bodies or tribunals, working with internal and external stakeholders to resolve issues fairly.
  • BUILD meaningful connections with customers to understand and identify their concerns.
  • Investigate root causes of complaints and collaborate with teams to develop resolutions.
  • Draft professional correspondence in line with regulatory obligations.
  • Coordinate across departments to facilitate resolutions, ensuring compliance with regulations.
  • Provide feedback to improve processes and customer satisfaction.
  • Identify risks and develop mitigation strategies to protect customer satisfaction and organizational interests.

Key Requirements:

  • Experience in complaint resolution within Retail & Commercial Banking, Wealth, and Hardship processes, including disputes and scams.
  • Strong analytical, problem-solving, and influencing skills to identify risks and impacts.
  • Resilience, empathy, and critical thinking for robust resolutions and corrective actions.
  • Excellent interpersonal and stakeholder management skills, preferably with customer-facing experience and a data-driven approach.
  • Dispute resolution and negotiation skills with multiple stakeholders.

About the Opportunity:

  • Contract Type: Full Time
  • Focus: Operations
  • Workplace Type: Hybrid
  • Experience Level: Associate
  • Industry: Banking

Location: Melbourne CBD