Complaints Solutions Manager

2 days ago

Rhodes, Australia Employ Full time

Mortgage Complaints and financial Hardship resolution
- Case load files from beginning to end, positive productive team
- Excellent support and strong knowledgeable management
- Dispute Resolutions Case Manager.
- Rhodes on the train line or drive to work and park in the building
- Hybrid - work from home and in the office
- Excellent management and stable experienced team.

**About The Role**:
You will be joining a complaints resolution team of 9 that resolve complaints relating to mortgages and financial hardship. The role will have you investigating matters and determining the problem and then resolving the issue utilising our complaints resolution experience. You will case manage internal complaints within the bank and external disputes that have escalated to AFCA.

Key Responsibilities
- Manage the end to end comprehensive investigation of complaints and financial hardship cases to effectively resolve matters and find solutions so complaints can be resolved and closed.
- Act as a single point of contact for various teams in resolving customer complaints including investigation, root cause analysis, resolution and remediation.
- Act as an escalation point for Extra Care, Vulnerable Customers, Hardship, complex or difficult complaints from other teams.
- Comprehensive understanding of NCCP and responsible lending obligations
- Ensure diligent and accurate file management by in accordance with client Service Framework and Operational complaints procedures.

Key Experience desired
- Requires 2- 3 years’ IDR (Internal Dispute Resolution) and or EDR (External Dispute Resolution) experience is mandatory.
- Demonstrated problem solving and decision-making skills.
- Strong organisation and communication skills to effectively handle complaints and to determine the appropriate action required
- Relevant experience within the financial service industry, particularly mortgages experience is highly advantageous.

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