Customer Complaint Resolution Manager

1 week ago

Sydney, New South Wales, Australia beBeeCompliance Full time $104,300 - $124,900
Complaints Resolution Specialist

Maintain high standards of customer advocacy and operational excellence by effectively managing and resolving customer complaints within our Internal Dispute Resolution framework.

Key Responsibilities
  • Manage the end-to-end lifecycle of customer complaints in accordance with our IDR policy and process, ensuring timelines and documentation standards are met.
  • Provide high-quality written responses to complainants, clearly summarising issues, findings, outcomes, and options for further escalation.
  • Evidence collection, submission preparation, and coordination with internal teams or AFCA as required.
  • Maintain meticulous records of all complaints, correspondence, actions, and outcomes within the complaint management system.
RG271 Compliance
  • Ensure strict adherence to ASIC's Regulatory Guide 271, particularly regarding complaint timeframes, customer communication, and record-keeping requirements.
  • Review and update internal complaints procedures and training material to reflect changes in RG271 or related regulations.
  • Support internal audits and reviews of compliance with IDR and RG271.
AFCA Process Management
  • Act as our key liaison with AFCA, preparing detailed, accurate, and timely responses to AFCA investigations and queries.
  • Manage AFCA escalations, including gathering evidence, preparing submissions, and coordinating internal input as needed.
  • Monitor and analyse AFCA determinations for trends and potential improvements to internal processes.
Complaint Data Analysis
  • Oversee accurate collection, maintenance, and analysis of complaint data in line with ASIC's reporting requirements.
  • Prepare, validate, and submit regular complaints data reports to ASIC, ensuring integrity and confidentiality of information.
  • Identify, monitor, and report on complaint trends, root causes, and systemic issues for management and regulatory stakeholders.

This role requires:

  • Minimum 2 years' experience in complaints handling, risk & compliance, or similar role (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.
  • Proven expertise in managing AFCA escalations/processes, including drafting submissions and coordinating evidence.
  • Practical experience with ASIC complaint data reporting, including data accuracy, process compliance, and trend analysis.
  • Strong analytical and problem-solving abilities, with high attention to detail.
  • Ability to manage multiple priorities and resolve sensitive matters in a fast-paced environment.

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