Service Solutions Customer Officer

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:
The Service Solutions department resolves customer complaints, expressions of dissatisfaction or escalations as part of its obligations under the Banking Code of Practice and ASIC RG271 for Internal Dispute Resolution (IDR), in addition to resolving complaints received from external bodies, such as the Australian Financial Complaints Authority (AFCA).

The Service Solutions department is responsible for the end to end complaints handling process for UMP, which includes conducting comprehensive investigations, systemic issue identification, remediation and communication with customers and key stakeholders, such as AFCA, RAMS and Westpac.

Reporting to the Service Solutions Area Manager & Team Manager, the Service Solutions Customer Manager is responsible for the end-to-end handling of complaints, management of complex or secondary complaints, reporting, compensation calculations, root cause analysis and process improvement identification.

**Focus areas**:

- Handle the end-to-end comprehensive investigation and resolution of internal/external complaints in accordance with our client’s Complaints Handling Procedures.
- Liaising with key stakeholders such as AFCA, Customer Solutions, Compliance and Leadership Teams.
- Act as an escalation point for Extra Care, Vulnerable Customers, complex or difficult complaints from other teams.
- Confidently manage complex issues, complaints, and escalations through to resolution and remediation.
- Conduct root cause analysis on complaints to identify any underlying issue/s or process improvements.

**Role specific capabilities**:

- Exceptional relationship development skills.
- Outstanding written and verbal communication.
- Build rapport and establish relationships with strong interpersonal and negotiation skills to achieve results.
- A bility to work independently, act with urgency, prioritize and multitask.
- Strong analytical skills and a ttention to detail with a commitment to fairness and quality.
- 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.
- Understanding of NCCP and responsible lending obligations.
- Knowledge of current Credit Reporting processes.
- Knowledge of hardship and financial difficulty obligations.

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**You will be successful in this role if you have**:
**Experience required**:

- Demonstrated problem solving and decision-making skills.
- Demonstrated process improvement experience.
- 3-5 years of resolution experience with IDR/EDR processes
- Relevant experience in customer resolution and complaints management.
- Relevant experience in risk management.
- High integrity and business ethics to be demonstrated.
- Relevant experience within the financial service industry.
- Relevant experience with deposit and mortgage related products.
- Appropriate tertiary qualifications desirable but not mandatory.