Resolutions Consultant

20 hours 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.

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