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Chief Complaints Resolutions Officer

2 weeks ago

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

Customer Complaint Resolution is a crucial aspect of our business. We are seeking an experienced professional to manage the end-to-end lifecycle of customer complaints, ensuring that all timelines and documentation standards are met.

The ideal candidate will have a strong understanding of regulatory guidelines, particularly ASIC's RG271, as well as experience in complaint handling, risk and compliance, or similar roles within financial services or fintech.

Key Responsibilities
  • Complaint Management: Manage the entire process from initial receipt to resolution, maintaining meticulous records and ensuring accurate collection and analysis of complaint data.
  • Communication: Provide high-quality written responses to customers, clearly summarising issues, findings, outcomes, and options for further escalation.
  • Escalation: Escalate unresolved or complex complaints to internal teams or relevant external bodies, such as AFCA.
Requirements
  • Experience: Minimum 2 years' experience in complaints handling, risk & compliance, or similar role (preferably in financial services or fintech).
  • Knowledge: Understanding of ASIC RG271, the Australian complaints landscape, and AFCA schemes.
  • Credentials: Strong verbal and written communication skills, with ability to explain complex issues clearly, professionally, and with empathy.
  • Data Analysis: Practical experience with ASIC complaint data reporting, including data accuracy, process compliance, and trend analysis.

We are seeking a highly motivated and experienced professional to join our team in resolving customer complaints effectively and efficiently.