Student Resolutions Officer

3 days ago

Brisbane, Australia Kaplan Full time

**26 days' annual leave, including 1 for your birthday, plus other great benefits**:

- **Work flexibility - work from home and office each week**:

- **Be part of industry leading supportive and positive work culture**:

- **Permanent Full-time position based in Brisbane**

**Role**

The Student Resolutions Officer is responsible for supporting the resolution of complex student enquiries and complaints. The Student Resolutions Officer also provides educational support to students enrolled in Kaplan Professional courses to ensure academic success.

**Responsibilities**
- Coordinate the resolution of complex student enquires or difficult customer complaints across Kaplan Professional
- Maintain accurate records of all student communication
- Adhere to procedures and policies regarding student complaints
- Help solve special consideration resolution across Kaplan Professional courses
- Identify and manage at risk students through analysis and strategy
- Conduct proactive outbound calls
- Collate feedback and data identifying ‘at risk’ issues to inform policy and processes
- Track student retention and progression data to ensure agreed KPIs are met
- Contribute to a supportive, positive, safe workplace
- Approach your work with integrity and accountability in line with all Kaplan policies and procedures

**Requirements**:

- 2-3 years’ experience managing complex customer queries (essential)
- Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders (essential)
- Superior customer service, relationship management skills and exceptional phone manner (essential)
- Strong ability to understand individual motivations
- Exhibit tact, diplomacy, discretion, and empathy when dealing with students
- Ability to manage high volume workload in a fast-paced environment
- Excellent attention to detail with accurate data entry skills
- Strong understanding of training requirements for the financial services industry and the agencies and regulations that govern it
- Working knowledge of Salesforce and Learning Management System (desirable)
- Strong time management skills and ability to multi-task (desirable)
- Ability to work both independently and as part of a team (desirable)
- Degree qualified desirable

**Kaplan Professional**

Kaplan Professional delivers Higher Education and Continuing Professional Development (CPD) courses and programs for major financial services companies in Australia, and their employees. Join us at Kaplan & enjoy a great benefits package, our friendly and collaborative team culture, & our support of our peoples’ personal, professional & academic development.

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