Complaint Resolution Manager

2 weeks ago


Sydney, Australia CFS Full time

Complaint Resolution Manager

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

**Your Team**

The Complaints Resolution team is responsible for managing and resolving all escalated member complaints (both internal and external) in an efficient and transparent manner, in line with the regulatory, legislative and business requirements. The work encompasses end to end complaint management and includes complaint resolutions (IDR & EDR), member insights and systemic issue resolution.

**Your Responsibilities**
- Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with CFS policies, principles, procedures and regulatory obligations;
- Provide specialist guidance to internal stakeholders on relevant aspects of the complaint-management process;
- Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to influence outcomes.

**Your Capability and Experience**
- Superannuation and investments industry experience in complaints management, including dealing with challenging customers, negotiation and resolving issues and writing IDR responses
- Knowledge and understanding of the regulatory requirements for complaint resolutions and AFCA processes
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders
- High degree of empathy and experience in resolving difficult and complex customer complaints
- Demonstrated capacity to work in highly pressured and volatile environments
- RG146 or another superannuation certification is preferred

**What to Expect**

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

- Access to CFS Employer Super
- Life Leave - 3 days per annum
- Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need.
- Access to Corporate rates with BUPA Health Insurance
- Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing.

**CFS Culture**

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Job ID 300000174854000



  • Sydney, Australia CFS Full time

    Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a...


  • Sydney, Australia Chubb Full time

    **Your Role** You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience...


  • Sydney, Australia CMC Markets Full time

    Complaint Resolution Analyst Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries. CMC offers an award winning online and mobile trading platform,...


  • Sydney, Australia Montu Full time

    **Company Description** Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare...


  • Sydney, New South Wales, Australia beBeeDispute Full time $90,000 - $120,000

    Job OverviewWe're seeking an experienced Dispute Resolution Specialist to join our centre of excellence for complaint resolution. As a key member of our team, you'll be responsible for delivering fair and timely outcomes for complainants, adhering to regulatory guidelines.The ideal candidate will have 3+ years of experience in the financial services dispute...


  • Sydney, New South Wales, Australia beBeeCompliance Full time $90,000 - $120,000

    About this roleWe are seeking a skilled Complaints Resolution Specialist to join our team. As a key member of our internal dispute resolution process, you will be responsible for managing and resolving customer complaints in a fair and timely manner.This is an exciting opportunity to work in a fast-paced environment and make a real impact on our customers'...


  • Sydney, Australia Unisys Full time

    **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...


  • Sydney, Australia Employ Full time

    Work from home and in the office - Manage your own desk and case load - autonomy and fantastic management - Dealing with AFCA and escalated complaints - Dispute Resolutions Case Manager. - Rhodes on the train line or drive to work - Hybrid - work from home and in the office - Excellent management and stable experienced team. **About The Role**: You will be...


  • Sydney, Australia Chubb Full time

    **Your Role** The Complaints & Customer Resolution Analyst will assist in the investigation and resolution of internal and external customer complaints regarding retail and wholesale policies for Australia and New Zealand. This will involve communicating with both internal and external stakeholders. They will also assist with activities including the...


  • Sydney Central Business District, Australia HCF Full time

    **About the role** Reporting to the Feedback & Resolutions Manager this role will work with complainants to ensure the efficient and fair resolution of complaints, complying with the complaints framework and regulatory requirements. The role requires you to act in the best interests of members and has a focus on continual improvement through identifying...