Customer Resolutions Specialist

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

Tyro's Customer Resolutions (Excellence) team sits within the Customer Service team, which contributes hugely to Tyro’s growth and success. We provide account management and banking services to over 80% of Tyro’s merchant base. We actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of service than other banks. We provide core banking services to over 30,000 small and medium business across Australia, so we take Risk, Compliance, and quality pretty seriously. It's an environment that changes constantly, and we need to be able to adapt to new circumstances and the changing needs of our internal and external customers.
- The role of the Customer Resolutions Specialist is to handle customer complaints within a timely manner (in accordance to regulatory requirements and our IDR process), determine complaint driver trends and conduct root cause analysis when required. You will also assist in providing ideas for process improvement or ways to resolve common themes or trends from complaints and work on any adhoc tasks required by the Customer Excellence Manager, all with the aim to achieve our goal of delivering a best in industry customer experience
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**What you'll do**:

- Handle customer or prospect complaints (in accordance with RG271) and attempt to resolve all complaints to the customers satisfaction
- Escalate any dissatisfied customers according to the IDR and EDR process
- Ability to handle omni-channel customer enquiries and complaints, including those raised through social media channels
- Be able to investigate and problem solve to resolve any unusual customer scenarios
- Work closely with the Compliance team for any complaints raised through the EDR process
- Work with the team to determine complaint drivers and conduct root cause analysis
- Be the ‘voice of the customer’ to identify and raise common themes from complaints
- Assist with process improvement to help better the customer journey or experience
- Have an understanding of Tyro and competitor pricing.
- Assist the wider Customer Excellence Team with any; ad hoc reporting or project work
- Escalate any ‘strange’ customer scenarios
- Proactively seek to expand their knowledge on Tyro's products and services and stay up to date with any changes
- Maintain and develop personal brand
- Display a competent level of business acumen
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

**What you'll bring**:

- Have an enthusiasm for customer service, and be able to contact merchants in a timely manner
- Be highly organised, self-motivated, responsible and accountable
- Have a keen attention to detail
- Have excellent time management
- Build strong relationships both with customers and with internal stakeholders
- Continuously look for opportunities for process improvements and improving the customer experience
- Have strong initiative
- Contribute to the energetic and vibrant culture at Tyro

**Perks & Benefits**
- We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more

**Our Story**
- Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With **10 industry firsts** to market, Tyro is a leade