Customer Resolution Specialist

3 weeks ago

Sydney, New South Wales, Australia Prospa Full time

At Prospa, we're building the future of small business finance. As our Customer Resolution Officer, you'll play a key role in managing and resolving customer disputes through our Internal and External Dispute Resolution frameworks.

Key Responsibilities:

  • Resolving customer disputes through Prospa's Internal Dispute Resolution (IDR) and AFCA's External Dispute Resolution (EDR).
  • Handling and investigating escalated complaints quickly and professionally.
  • Collaborating with different departments to address complex issues effectively.
  • Meeting established timelines for dispute resolution.
  • Suggesting process improvements based on insights from disputes.
  • Identifying opportunities to enhance customer service.
  • Training team members on best practices for handling complaints.
  • Keeping accurate records of customer interactions and resolutions.
  • Providing quarterly analysis of trends related to customer disputes at Prospa's QBRs.

Requirements:

  • Proven experience in complaints management within financial services.
  • Strong communication and interpersonal skills.
  • Ability to handle difficult conversations with empathy.
  • Excellent problem-solving and analytical skills.
  • Proficiency in customer service software and databases.
  • Demonstrated ability to work under pressure and meet deadlines in a fast-paced setting.
  • Experience managing diverse internal and external stakeholders.
  • Experience making decisions that balance business and customer needs.
  • Strong collaboration and relationship-building skills

At Prospa, we're committed to creating a workplace that's inclusive, respectful, and supportive. If you're passionate about delivering exceptional customer experiences and resolving disputes with empathy and professionalism, we'd love to hear from you.

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