Complaints Resolutions Officer

Work from home and in the office
- Manage your own desk and case load - autonomy and fantastic management
- Dealing with AFCA and escalated complaints
- Dispute Resolutions Case Manager.
- Rhodes on the train line or drive to work
- Hybrid - work from home and in the office
- Excellent management and stable experienced team.

**About The Role**:
You will be joining our Service Solutions department, which resolves customer complaints, expressions of dissatisfaction or escalations, as part of its obligations under ASIC RG271 and the Banking Code of Practice for Internal Dispute Resolution (IDR) among other SLA requirements. This is in addition to resolving complaints by external bodies, primarily from the Australian Financial Complaints Authority (AFCA).

The Service Solutions department is responsible for the end to end complaints handling process, which includes conducting comprehensive investigations, systemic issue identification, remediation and communication with customers, our client and key stakeholders, such as AFCA.

In addition, the Service Solutions department is also the primary contact point for any extra care or vulnerable customer escalations, where there may not be a complaint, however the customer may need extra care, in line with the Banking Code of Practice.

Key Responsibilities
- Manage the end to end comprehensive investigation and issue resolution of internal/external Complaints, as per the handling procedures.
- Act as a single point of contact for various teams in resolving customer complaints including investigation, root cause analysis, resolution and remediation.
- Act as an escalation point for Extra Care, Vulnerable Customers, Hardship, complex or difficult complaints from other teams.
- Comprehensive understanding of NCCP and responsible lending obligations
- Strong knowledge of current Credit Reporting processes.
- Ensure diligent and accurate file management by in accordance with client Service Framework and Operational complaints procedures.
- Undertake proactive reviews of all Quality Assurance complaint reviews, whether performed.
- Actively participate in team meetings, discussions and general feedback to ensure that all issues affecting team matters are addressed openly and with integrity and assist in process improvement initiatives.
- Strict compliance with all client Incident Management, policies and procedures, including identification and reporting of Operational and Compliance risks.
- Work with management and relevant stakeholders to develop strategies to streamline and improve processes.
- Further support our compliance with the below regulatory and industry obligations for complaint management, as well as industry rules and guidelines as prescribed.
- In addition to the below, there may be additional legislation, industry codes and guidelines, or that may be adopted by our Clients from time to time.

Key Qualifications
- Requires a High School degree minimum and 3-5 years’ IDR (Internal Dispute Resolution) and EDR (External Dispute Resolution) experience is mandatory.
- Relevant experience in customer resolution and complaints management.
- Demonstrated problem solving and decision-making skills.
- Demonstrated process improvement experience.
- Relevant experience in risk management.
- High integrity and business ethics demonstrated.
- Relevant experience within the financial service industry, particularly mortgages experience is highly advantageous.
- Relevant experience with deposit and mortgage related products
- Appropriate tertiary qualifications desirable but not mandatory.
- Data management skills