Customer Resolutions Officer

**About The Company**:
Compare the Market - yes, the one with the meerkats - is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience in Australia. Okay, in the world

We are all about Customer first, teamwork, making a difference, and treating the business as our own - without compromise. These values are critical to delivering on our purpose: _“to make a difference in the lives of Australians by simplifying the process of making sound financial decisions”. _

**About The Role**:
Compare the Market is looking for a proactive and customer-focused Customer Resolutions Officer to join our dynamic team. In this critical role, you will play an integral part in managing and resolving customer complaints within our Call Centre, ensuring seamless and positive experiences for our customers.

As a Customer Resolutions Officer, you'll be responsible for investigating concerns, identifying root causes, and maintaining clear and empathetic communication throughout the resolution process. Acting as a central point of contact, you will uphold our commitment to excellence in service delivery while collaborating with internal teams and external stakeholders.

**What You’ll Do**:

- Acknowledge and investigate customer complaints promptly, ensuring compliance with company policies and regulatory standards.
- Conduct thorough investigations to identify root causes, document findings, and recommend fair and suitable resolutions.
- Serve as a dedicated point of contact for customers, providing clear, empathetic, and proactive communication throughout the complaints process.
- Collaborate with internal teams, external partners (e.g., customers, funds, PHIO), and stakeholders to resolve issues seamlessly.
- Negotiate fair outcomes under the guidance of the Manager Customer Resolutions, balancing customer needs with business objectives.
- Maintain accurate records in the complaints register, ensuring data integrity for analysis and reporting.
- Provide actionable insights from complaints data to support continuous improvement and enhance the customer experience.
- Ensure compliance with regulations, including the Privacy Act and industry standards, at all stages of the complaints process.
- Share knowledge with the team to support training, build expertise, and improve complaint-handling processes.
- Prepare and deliver regular reports on complaint trends, root causes, and resolution outcomes for strategic review.

**What You’ll Bring**:

- Previous experience in customer service, general insurance, and complaint handling, with the ability to professionally manage sensitive and complex situations.
- Skilled in investigating complaints to identify root causes, resolve issues effectively, and deliver fair outcomes in alignment with company policies and regulatory standards.
- Strong proficiency in call recording analysis and critical listening, ensuring accurate interpretation of customer interactions to inform resolutions.
- Critical Thinking: Exceptional critical thinking abilities with an unbiased and evidence-based approach to analysis and investigations.
- Continuous Improvement: Demonstrated ability to identify and recommend system and process improvements to enhance customer outcomes and organisational efficiency.
- Communication Excellence: Outstanding interpersonal and communication skills, enabling effective engagement with customers, internal teams, and external stakeholders.
- Adept at thriving in fast-paced environments, prioritising tasks, and meeting deadlines while maintaining high attention to detail and quality standards.

**Our Benefits**

At Compare the Market, we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You’ll have the opportunity to make a meaningful impact and contribute to our continued success. As well as ample opportunities for growth and development, we also provide:

- Vibrant and social community who have annual celebrations, family fun days and regular events.
- Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight.
- Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
- Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
- Employee discounts on Car, Home, Travel insurance.
- Income protection insurance provided to support you in the event of non-work-related illness or injury.
- Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
- Compare the Market is an Equal Opportunity Employer, and we encourage all applicants to apply. We acknowledge that we are strengthened by diversity. _
- We politely ask recruiters to refrain from making unsolicited approaches or sending resumes to our Recruitment Team or Hiring Leaders. Compare