Nsc Complaints Resolution Specialist

**The opportunity**

The Customer Resolution Specialist is responsible for helping the Client Servicing teams to continuously improve the quality of our customers’ experiences.

This is done by partnering with your colleagues and stakeholders to actively respond to complaints/disputes and using the feedback to turn negative customer experiences into positive ones and advocate for our customers to fix pan points and improve their experience.

**How you will make an impact**:

- Effectively manage, investigate, and respond to Internal Dispute Resolution (IDR) complaints within regulatory timeframes
- Provide effective root causes analysis of complaint drivers and provide feedback with recommendations to Manager where appropriate
- Be an active team member for the development and ongoing improvement of case management standards, quality assurance and the level of service delivered to stakeholders
- Deliver recommendations to internal stakeholders for any improvements to systems, processes or products that have been identified during the investigation of complaints/disputes
- Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints/disputes
- Undertake any other tasks or project participation assigned by the team manager to assist the business if required

**What you will bring to the role**:

- Understanding of platforms, complaints handling process and relevant legislation
- Intermediate Excel and Word skills are a requirement of this role
- Ability to build rapport and establish relationships with internal and external stakeholder including advisers and customers
- Strong problem-solving and analytical skills and ability probe to fully understand issues
- Focus on achieving a positive outcome for the customer even under challenging circumstances
- Demonstrate learning agility to quickly adapt and keep up to date with new information
- Ability to work unsupervised and show initiative in a high-pressure environment and manage conflicting priorities
- Strong customer service focus and business integrity

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

**“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here**

**Message to recruitment agencies