Expert Customer Complaint Resolver

1 week ago

Sydney, New South Wales, Australia beBeeComplaint Full time $100,000 - $130,000
Customer Complaint Resolution Expert

About this role

This is a specialized position that demands technical expertise in complaint handling, risk & compliance, or similar roles preferably within financial services or fintech.

Key responsibilities include:

  • IDR Complaint Handling: Manage the end-to-end lifecycle of customer complaints in accordance with internal policy and process ensuring timelines and documentation standards are met.
  • RG271 Compliance: Ensure strict adherence to ASIC's Regulatory Guide 271 (RG271) especially regarding complaint timeframes, customer communication, and record-keeping requirements.
  • AFCA Process Management: Act as liaison with AFCA preparing detailed accurate and timely responses to investigations and queries.
  • ASIC Complaint Data Reporting: Oversee accurate collection maintenance and analysis of complaint data in line with reporting requirements.

Requirements:

  • Minimum 2 years' experience in complaints handling risk & compliance or similar roles preferably in financial services or fintech.
  • Understanding of ASIC RG271 the Australian complaints landscape and AFCA schemes.
  • Strong verbal and written communication skills - able to explain complex issues clearly professionally and with empathy.

The successful candidate will ensure that all complaints are handled with diligence fairness and regulatory compliance directly contributing to the organization's reputation for customer advocacy and operational excellence.

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