Complaints Administration Support Officer

2 days ago

Sydney, Australia Employ Full time

Hybrid role - combination of WFH & WFO
- Based in Rhodes
- **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 Complaints 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**:

- To support the Service Solutions team in the end to end comprehensive management, investigation and issue resolution of internal/external Complaints, as per our complaint 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
- 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.
- Work with management and relevant stakeholders for matters within your role to support the development strategies to streamline and improve processes
- Further support the Service Solutions team in their Risk & Compliance regulatory and industry obligations for complaint management, as well as industry rules and guidelines as prescribed.

**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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