Complaint Resolution Specialist

1 week ago

Adelaide, South Australia beBeeCustomer Full time $90,000 - $140,000

Key Highlights:

  • This role is responsible for the end-to-end management of internal and external complaints.

About the Job:

The Dispute Resolution Officer plays a crucial part in ensuring Plenti's customer satisfaction goals are met. This individual will be responsible for handling customer complaints, providing exceptional customer service, and delivering high-quality solutions to customers. They will also draw insights and identify opportunities for improvement.

Reporting Structure:

This role reports directly to the Dispute Resolution Manager, who oversees the overall complaint management process.

Responsibilities:

  1. Handle customer complaints from start to finish, ensuring timely and effective resolution.
  2. Provide verbal and written responses to complaints, prioritizing empathy and professionalism.
  3. Develop and maintain positive relationships with internal and external stakeholders, fostering open communication channels.
  4. Assist the Operations team with escalated concerns, supporting the preparation of necessary documentation and information requests.
  5. Maintain accurate and up-to-date records within Plenti's complaint systems, adhering to regulatory requirements.
  6. Encourage early resolution of complaints to reduce escalations to AFCA (Australian Financial Complaints Authority).
  7. Identify potential systemic issues or areas for improvement, collaborating with stakeholders to recommend and implement changes.

Requirements:

To succeed in this role, you'll need:

  • A minimum of 2 years' experience in complaint handling, preferably within banking or financial services.
  • Exceptional communication and interpersonal skills, with the ability to empathize with customers.
  • Strong problem-solving skills, with a focus on finding creative resolutions.
  • Familiarity with customer service software, databases, and CRM systems.
  • Broad knowledge of finance products and services.
  • Familiarity with RG271 and its application to the complaint management process is desirable.
  • Experience with External Dispute Resolution schemes (AFCA) is highly valued.

What We Offer:

As a Dispute Resolution Officer at Plenti, you can expect:

  • A dynamic work environment that fosters innovation and collaboration.
  • Opportunities for professional growth and development.
  • A competitive salary package and benefits.
  • Flexible working arrangements to suit your needs.
  • A fun and supportive workplace culture that values work-life balance.

Join Our Team:

We're looking for talented individuals who share our passion for delivering exceptional customer experiences. If you're motivated, resilient, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

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