Complaints Early Resolutions Officer

**Overview**

As a Complaints Early Resolutions Officer, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within 5 working days of receipt.

The role identifies systemic and material issues and contributes to operational process improvements in order to drive improved member and employer experiences and to ultimately reduce complaint volumes

**Key Accountabilities and main responsibilities**

Strategic Focus
- Ensure complaints and correspondence are accurately captured, and authorised policies and procedures are adopted for triage, resolution and escalation to ensure all timeframes for complaints are met, while building a culture that embraces complaints as an opportunity to continually improve services and products
- Feedback loops to the wider business in order to review process improvements and preventative actions
- Provide high quality written responses to all complaints including client, employer and member complaints
- Provide a superior end-to-end customer experience via telephone and potentially through written responses.

Operational Management
- Exercise judgement and make recommendations related to complaints management and resolution to facilitate informed decision making
- Participation in Link Group and Trustee Office forums as required
- Ensure service standards are met
- Contribute to the CRS results by helping ensure that daily measures such as early resolution complaint closures are met.
- Empathetically listen to the customer’s complaints and act promptly to resolve
- Reviewing member accounts, identifying gaps and requesting further information in order to progress and finalise Early Resolution Complaints.

Governance & Risk
- Report all non-compliance with policy or procedures
- Identify and escalate high net worth or media complaints to mitigate risks
- Adhere to SLA and Legislative timeframes

**Experience & Personal Attributes**
- Financial Services Industry experience
- Customer Service and administration knowledge
- Excellent written and verbal communication skills
- Excellent file management skills and the ability to take responsibility to ensure work is completed
- Continuous improvement focus, with the ability to identify business improvements
- Strong analytical and problem solving skills and the ability to express complex responses in a logical and easy to understand way
- Ability to articulate and explain outcomes and recommendations clearly and rationally
- Displays initiative, particularly when problem-solving and making pragmatic decisions
- High level of motivation, innovation and initiative in line with Link’s objectives
- Exceptional attention to detail, time management and organisational skills
- Ability to work across Link Group organisational boundaries and build strong working relationships with key stakeholders
- Ability to be deal with ambiguity and change in role direction and focus when required to support the business need

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender ident