Customer Resolution Specialist

About Resolution Life

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.

For customers, advisers, companies and the industry, we are making an impact worldwide.

Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.

Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.

Why us?

We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.

The Opportunity

As a Customer Resolutions Consultant, you will play a pivotal role in enhancing customer satisfaction by resolving complaints through the IDR process. Your approach will be relationship-based, leveraging critical thinking and problem-solving skills to address customer concerns effectively. By understanding and resolving customer dissatisfaction in a fair and timely manner, you will contribute to delivering positive outcomes that align with business standards. Additionally, you will provide valuable feedback to the business for continuous improvement of processes and systems.

In this role, you will manage a portfolio of insurance and superannuation-related complaints, ensuring compliance with all regulatory and Trustee requirements. Your responsibilities will include conducting thorough investigations and delivering fair outcomes to prevent complaint escalation. Demonstrating high emotional intelligence and empathy, you will engage with customers to understand their needs and challenges, ensuring clear and simple communication of complex information.

With over five years of experience in handling complex and sensitive complaints within Financial Services, you will bring strong problem-solving and analytical skills to the team. Your ability to manage multiple tasks efficiently, work under pressure, and maintain accurate records will be crucial. Committed to continuous learning and development, you will adapt to changes and collaborate effectively with stakeholders across regions, showcasing professionalism and dedication to improving the customer experience.

Your Story- Sound knowledge and compliance with the regulatory framework and guidelines.- Demonstrated experience in handling complex and sensitive complaint management within Financial Services.- Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.- Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.- Ability to collaborate Trans-Tasman- Proven problem-solving and analytical skills.- Strong organisation skills, with ability to manage multiple tasks and priorities efficiently and effectively.- Able to work under pressure to meet deadlines and performance standards.- Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures.- Shows commitment to continuous learning and development, adapting to changes and challenges.- Strong collaboration skills with proven professionalism to be able to engage internally and externally with stakeholders.- Works independently and proactively, taking ownership and responsibility for work and performance.- Previous experience in handling complex and sensitive complaints from customers, ideally in an Insurance claims capacity with exposure to EDR scheme.- Experience or understanding of Agile ways of working.

Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.

Resolution Life Australasia supports hybrid working arrangements, combining the flexibility of virtual