Customer Resolutions Triage Officer

2 weeks ago

Docklands, Victoria, Australia Insignia Financial Full time $60,000 - $80,000 per year
  • Make your move. Make your mark.
  • Make a real impact by delivering fair, timely outcomes for customers
  • Permanent full-time position, location agnostic

The opportunity to join our team
Join a team that plays a key role in ensuring customer complaints are handled with care, accuracy and efficiency. As a Customer Resolutions Triage Officer, you'll be responsible for assessing, prioritising and allocating complaints efficiently and accurately. You'll be the first point of contact for issues raised through Salesforce and shared mailboxes, using your communication and problem-solving skills to resolve matters early where possible. This role is key to maintaining trust, meeting regulatory standards and supporting continuous improvement in customer experience.

Key Responsibilities

  • Monitor, triage and respond to incoming complaints across multiple communication channels
  • Prioritise and accurately allocate complaints to the appropriate team members, including IDR and EDR case managers
  • Attempt to resolve complaints within five days by phone, email, or post where possible
  • Ensure accuracy of complaint records, including checking for duplicates and verifying customer and financial account details
  • Provide education and feedback to frontline staff where complaints have been misdirected or are incomplete
  • Deliver outcomes in line with Insignia's Complaints Policy and RG271
  • Work closely with internal stakeholders across the organisation
  • Identify and escalate risks or compliance concerns appropriately

What You Will Bring

  • Strong customer focus with a genuine desire to resolve complaints and improve processes
  • Knowledge of superannuation, pensions, investments and MLC products
  • Previous superannuation call centre experience highly regarded
  • Excellent written and verbal communication skills
  • Strong attention to detail and analytical problem-solving abilities
  • Ability to remain calm and prioritise effectively in a fast-paced environment
  • Strong relationship-building and stakeholder management skills
  • Knowledge of RG271 requirements

To Apply
Read more about why you should join our team

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.

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