Student Resolutions Officer

3 days ago

Brisbane, Australia Kaplan Full time

**26 days' annual leave, including 1 for your birthday, plus other great benefits**:

- **Be part of an industry leading supportive and positive work culture**:

- **Permanent Full-time position based in Brisbane**

**Role**

The Student Resolutions Officer is responsible for supporting the resolution of complex student enquiries and complaints. The Student Resolutions Officer also provides educational support to students enrolled in Kaplan Professional courses to ensure academic success.

**Responsibilities**
- Coordinate the resolution of complex student enquires or difficult customer complaints across Kaplan Professional
- Maintain accurate records of all student communication
- Adhere to procedures and policies regarding student complaints
- Help solve special consideration resolution across Kaplan Professional courses
- Identify and manage at risk students through analysis and strategy
- Conduct proactive outbound calls
- Collate feedback and data identifying ‘at risk’ issues to inform policy and processes
- Track student retention and progression data to ensure agreed KPIs are met
- Contribute to a supportive, positive, safe workplace
- Approach your work with integrity and accountability in line with all Kaplan policies and procedures

**Requirements**:
**Essential**
- 2-3 years’ experience managing complex customer queries
- Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders
- Superior customer service, relationship management skills and exceptional phone manner
- Strong ability to understand individual motivations
- Exhibit tact, diplomacy, discretion, and empathy when dealing with students
- High level written and oral communication
- Ability to manage high volume workload in a fast-paced environment
- Excellent attention to detail with accurate data entry skills

**Desired**
- Strong understanding of training requirements for the financial services industry and the agencies and regulations that govern it
- Working knowledge of Salesforce and Learning Management System
- Strong time management skills and ability to multi-task
- Ability to work both independently and as part of a team
- Degree qualified desirable

**Kaplan Professional**

Kaplan Professional delivers Higher Education and Continuing Professional Development (CPD) courses and programs for major financial services companies in Australia, and their employees. Join us at Kaplan & enjoy a great benefits package, our friendly and collaborative team culture, & our support of our peoples’ personal, professional & academic development.

LI-DF1

  • Student Resolutions Officer

    1 week ago

    Brisbane, Australia Kaplan Australia Full time

    **26 days' annual leave, including 1 for your birthday, plus other great benefits**: - **Work flexibility - work from home and office each week**: - **Be part of industry leading supportive and positive work culture**: - **Permanent Full-time position based in Brisbane** **Role** The Student Resolutions Officer is responsible for supporting the...

  • Student Resolutions Officer

    1 week ago

    Brisbane, Australia Kaplan Full time

    **26 days' annual leave, including 1 for your birthday, plus other great benefits**: - **Work flexibility - work from home and office each week**: - **Be part of industry leading supportive and positive work culture**: - **Permanent Full-time position based in Brisbane** **Role** The Student Resolutions Officer is responsible for supporting the...

  • Student Resolutions Officer

    3 days ago

    Brisbane, Australia Kaplan Australia Full time

    **26 days' annual leave, including 1 for your birthday, plus other great benefits**: - **Be part of an industry leading supportive and positive work culture**: - **Permanent Full-time position based in Brisbane** **Role** The Student Resolutions Officer is responsible for supporting the resolution of complex student enquiries and complaints. The Student...

  • Student Welfare Officer

    1 week ago

    Brisbane, Australia Times Education Full time

    **About This Role**: We are looking for people who can adapt well with change and who can demonstrate initiative to proactively support our international students, effectively communicate with academic and other essential stakeholders in the organisation. You will be a multi-tasker, someone who can manage their workload in a fast-paced environment and above...

  • Student Experience Officer

    4 days ago

    Brisbane, Australia Kaplan Australia Full time

    **26 days annual leave, including 1 for your birthday**: - **13 weeks paid parental leave; employer-subsidised academic study**: - **Opportunity to be part of the world’s leading providers of lifelong education**: - **6 Month Fixed term contract based in Brisbane** **Role** We have an exciting, **fixed term **opportunity for a positive and energetic...

  • Debt Resolution Officer

    3 days ago

    Brisbane, Australia Queensland Government Full time

    **The Queensland Revenue Office (QRO) is currently recruiting for multiple AO4 Debt Resolution Officers within the Revenue Contact Centre and Collections division. A vacancy also exists with the State Penalties Enforcement Registry (SPER) division. Based in our Brisbane office, you will work in a collaborative team to deliver excellent debt resolution and...

  • Principal Resolution Officer

    10 hours ago

    Brisbane, Queensland, Australia Office of the Health Ombudsman Full time $120,000 - $150,000 per year

    In this role you will:Lead and coordinate ongoing performance and continual improvement of the local resolution and conciliation functions to ensure they support the OHO to meet its strategic objectives and legislative requirements.Oversee complex and sensitive health complaints, ensuring timely and effective resolution with a focus on a person-centred and...

  • Debt Resolution Officer

    2 weeks ago

    Brisbane, Queensland, Australia Department of Queensland Treasury Full time $104,000 - $130,878 per year

    The Queensland Revenue Office (QRO) is currently recruiting for multiple AO4 Debt Resolution Officers within the Revenue Contact Centre and Collections division. A vacancy also exists with the State Penalties Enforcement Registry (SPER) division. Based in our Brisbane office, you will work in a collaborative team to deliver excellent debt resolution and...

  • Customer Resolutions Officer

    3 days ago

    Brisbane, Australia Auto & General Holdings Full time

    **About The Company**: Compare the Market - yes, the one with the meerkats - is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience in Australia. Okay, in the world! We are all about Customer first, teamwork, making a...

  • Principal Resolution Officer

    1 week ago

    Brisbane, Australia Queensland Government Full time

    All face-to-face training is delivered in the Brisbane office to ensure consistency and quality. Key Outcomes and Accountabilities Assist the Senior Lead, Resolution Services in managing the day-to-day operations of the team [please refer to the Position Description regarding this]. Manage complex and/or sensitive cases at the direction of the Senior Lead...