Complaints Resolutions Support Specialist

2 weeks ago

Sydney, Australia Employ Full time

$65,000 + super
- Hybrid role - combination of WFH & WFO
- Based in Rhodes
- **$65,000 + super**:

- **Hybrid role - combination of WFH & WFO**:

- **Based in Rhodes**

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 and key stakeholders.

The role of Complaintes Resolutions Specialist is to successfully manage incoming queries and customer requirements. The responsibilities of this role ensure that we uphold the exceptional level of service expected by our customers and of ourselves. A successful Customer Resolutions Specialist is someone who shows initiative, strong time management and problem-solving skills and has the ability to multi-task conflicting time sensitive priorities.

**RESPONSIBILITIES**:

- 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
- Breach Notices to be sent within 48 hours of a breach to an arrangement being identified
- Entering in new arrangements received from Case Managers for ongoing monitoring and compliance with any agreements entered into

**What we are seeking**:

- Relevant experience in customer resolution and complaints management
- Relevant experience within the financial service industry
- Exceptional relationship development skills
- Outstanding written and verbal communication
- Ability to work independently, act with urgency, prioritise 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
- You must have full rights to work permanently in Australia_

**If this role sounds like you please APPLY NOW

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