Service Solutions Administration Officer

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:

- To support the end to end comprehensive management, investigation and issue resolution of internal/external Complaints, as per the handling procedures.
- Manage the opening, vetting and assignment of all new complaints received and assigned to the Service Solution team.
- Open/Acknowledging complaints received and assigned to Service Solutions within 24 hours of receipt.
- Assign complaints escalated to Service Solutions within 24 hours or sooner as determined by SLA requirements
- Review COM notes made by other departments to ensure that complaints are raised in Fynix accordingly and open any complaints where appropriate
- Issue any SLA required letters for complaints escalated to Service Solutions within 24 hours or sooner as determined by SLA requirements
- Service Solutions Hardship Monitoring to be reviewed at least monthly to identify any breaches to arrangements entered into as part of the complaint handling process
- Breach Notices to be sent within 48 hours of a breach to an arrangement being identified
- WBC Collections to be notified within 24 hours of a breached arrangement, where a customer has not remedied the breach
- Entering in new arrangements received from Case Managers for ongoing monitoring and compliance with any agreements entered into
- Various administrative duties, such as:

- Retrieve call recordings
- Retrieve customer letters, statements, etc
- Assisting the Service Solutions, Privacy & Fraud teams in retrieving information
- Call Transcripts as requested
- Taking minutes of meetings
- Raising alters for complaints received where there is a threat of media escalation or self-harm, per the RAMS Contentious Matters Policy.
- 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 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, within your roles sphere of control
- Further support our compliance with the below regulatory and industry obligations for complaint management, as well as industry rules and guidelines as prescribed.

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**You will be successful in this role if you have**:

- Requires a High School degree
- Relevant experience in customer resolution and complaints management.
- Should have 5+ years of administrative experience, if no IDR/EDR dispute resolution experience. 3 year's experience minimum, with IDR/EDR dispute resolution experience.
- Relevant experience within the financial service industry.
- Relevant experience with deposit and mortgage related products.
- Appropriate tertiary qualifications desirable but not mandatory.
- Exceptional relationship development skills.
- Outstanding written and verbal communication.
- Ability to work independently, act with urgency, prioritize and multitask.
- Ability to interpret information and conduct root cause analysis or process improvement to enable change.
- Understanding of the Banking Code of Practice and RG 271, IDR/EDR processes.
- Knowledge of current Credit Reporting processes.
- Knowledge of hardship and financial difficulty obligations.