Resolutions Consultant

1 week ago

Melbourne, Australia Mercer Full time

Full-time, permanent opportunity (37.5 hrs per week)
- Work from home 3-4 days per week
- Supportive team environment

**Resolution Consultant**

**What can you expect?**

Reporting to the Helpline Resolutions Team Leader, you will be part of a high performing team responsible for providing outstanding customer care for members when they complain about our service. The Helpline Resolutions Consultant is responsible for taking ownership of escalated complaint cases and putting the member at the heart of everything you do. You will investigate cases in accordance with RG271 rules and resolve the related issues to provide the members with a fair outcome.

**What’s in it for you?**

At Mercer, we recognise that our most important asset is our people. We also know the value of healthy, happy colleagues and promote an inclusive culture of care and wellbeing, offering benefits such as flexible working, a dress to suit policy, health reimbursements, and much more We offer:

- A professional environment where your career path really matters and is supported in our global organization.
- A great team environment with energetic and supportive colleagues.
- Genuine work life balance - flexible working.
- Great training and development opportunities to help drive your career path.

**We will count on you to**:

- Providing outstanding customer service and resolutions to members who complain.
- Working in accordance with RG271, to ensure complaints are handled in line with the regulatory rules and timeframes.
- Providing fair customer outcomes.
- Ensuring clear and accurate record keeping of complaints cases.
- Identifying and calling out risk to help drive continuous improvement.
- Collaborating with business stakeholders to remove barriers to outstanding customer service.

**What you need to have**:

- Demonstrated attributes in listening, relationship building, problem solving, resilience and team orientation.
- Identification and mitigation of risk.
- Strong oral, written and interpersonal communication skills.
- Strong analytical and technical skills.
- Ability to work to deadlines.
- Advanced time management skills.
- Attention to detail.
- Dedication to providing exceptional customer service.

**What makes you stand out**:

- Knowledge of superannuation industry
- RG146 accreditation

**About Mercer**:
**How to Apply**

**(A)** Tell us about a time when you've successfully de-escalated and managed a dissatisfied customer. What techniques did you use to turn the situations around?

**(B)** What case management attributes/experience do you think you can bring to this role that will help you be successful?

**Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.

  • Resolutions Consultant

    1 day ago

    Melbourne, Australia Mercer Full time

    Full-time, permanent opportunity (37.5 hrs per week) - Work from home 3-4 days per week - Supportive team environment **Resolution Consultant** **What can you expect?** Reporting to the Helpline Resolutions Team Leader, you will be part of a high performing team responsible for providing outstanding customer care for members when they complain about our...

  • Resolution Consultant

    1 week ago

    Melbourne, Australia Mercer Full time

    Full-time, permanent opportunity - Work from home 3-4 days per week - Supportive team environment **Resolution Consultant** **What can you expect?** Reporting to the Helpline Resolutions Team Leader, you will be part of a high performing team responsible for providing outstanding customer care for members when they complain about our service. The Helpline...

  • Customer Resolutions Consultant

    1 week ago

    Melbourne Eastern Suburbs, Australia Victorian Government Full time

    **Overview**: **Work Type**:Ongoing - Full-time **Salary**: $79,122 - $96,073 **Grade**:VPS 3 **Occupation**:Customer service **Location**:Melbourne - Eastern suburbs **Reference**:8328 **About us** - We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single...

  • Resolutions Adviser

    8 hours ago

    Melbourne, Australia Hudson Australia Full time

    This pay rate is inclusive of mandatory 25% casual loading Regulatory agency seeks Resolutions Adviser to handle enquiries received by consumers and lawyers and resolving consumer matter complaints **Resolutions Adviser opportunities** *** - **Approx. $60-$65 per hour plus Super dependent on experience**: - **Assignment duration is up to 6 months....

  • Dispute Resolution Officer

    2 weeks ago

    Melbourne, Australia EML Group Full time

    Dispute Resolution Officer EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that...

  • Dispute Resolution Officer

    8 hours ago

    Melbourne, Australia EML Full time

    EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...

  • Manager Dispute Resolution Admin

    2 days ago

    Melbourne, Australia AustralianSuper Full time

    **Your New Role** The Member Group’s purpose is to achieve the Fund’s member growth and member experience outcomes through a competitive, sustainable, and differentiated proposition. Reporting to the Senior Manager Dispute Resolution, the **Manager Dispute Resolution - Administration **is a key role in the Dispute Resolution, Member Sentiment Team,...

  • Resolution Manager

    3 days ago

    Melbourne, Victoria, Australia beBeeResolution Full time

    Job Description:We are seeking a Resolution Manager to join our team. As a key leader, you will oversee a team of Member Resolution Officers, ensuring the fair, timely, and effective resolution of administration-related complaints in line with Fund and regulatory requirements.Your primary responsibility will be to lead and manage the Member Resolution team...

  • Complaint Resolution Specialist

    1 day ago

    Melbourne, Victoria, Australia beBeeProfessional Full time $95,000 - $125,000

    Dispute Resolution ProfessionalAs a dispute resolution professional, you will be part of an exceptional team that focuses on fair and timely complaint resolutions. You will adhere to regulatory guidelines and ensure that complainants receive the best possible outcomes. Your role will involve handling end-to-end complaints for a trustee office, overseeing...

  • Senior Early Resolutions Leader

    5 days ago

    Melbourne, Victoria, Australia beBeeManager Full time $100,000 - $110,000

    Job Description:As a Manager, Early Resolutions, you will lead and coach a team of Early Resolution Officers to manage non-complex related complaints. You will ensure fair, effective, and timely resolutions in accordance with Fund and regulatory requirements.You will drive positive change through consultation, education, and communication. This is a hands-on...