Complaints Team Quality Coach-North Service Centre

3 weeks ago

Melbourne, Australia AMP Full time

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. 

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours.

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. 

If we do our job well, we genuinely add to the prosperity of our country and its people. 

How you’ll make an impact

  • Provide in-depth technical and subject matter expertise to complaints specialists to assist them to resolve a diverse range of Adviser & Client transactions and enquiries about products and services.
  • Review admin and provide feedback and coaching in a timely manner to enhance service the competency of the complaints team.
  • Support the Team Managers in improving the knowledge, quality, and performance of the Team to uplift and exceed adviser and customer expectations.
  • Support induction and ongoing training of specialists by assisting in developing informal and formal training material and providing subject matter expertise for material prepared by the Training team.
  • Build rapport and establish/maintain professional relationships with Stakeholders, including Advisers/Clients, Team Managers, Wealth Distribution, Consultants, and other AMP & North business teams.
  • Ensure the internal knowledge management tool and material are kept current to reflect relevant product, legislative and procedural changes and encourage team members to use the content available.
  • Participate/hold coaching meetings with the team and support Manager in ensuring the coaching requirements of the team are met. This includes being accountable for managing and delivering coaching sessions and following up with individuals in the team.
  • Manage reworks for the team with post QA fails from our IDR Oversight team.
  • Complete lite vetting checks for all team members with final response letters
  • Provide support by providing subject matter expertise, reviewing documentation, assisting in implementation, and representing Team Manager/Complaints Lead in meetings and various projects as required.
  • Working with NSC Managers and other relevant stakeholders and analysts to develop and maintain service centre processes and procedures.

What you will bring to the team

  • 2+ years’ experience in superannuation, managed funds, platforms or an Adviser office.
  • Previous experience in a complaints resolution experience highly regarded.
  • Knowledge and understanding of RG271 Internal dispute resolution.
  • Strong analytical, reporting, and problem-solving skills along with a proactive approach to achieve outcomes and drive continuous improvement.
  • Strong coaching skills.
  • Excellent written and verbal communication.
  • Ability to communicate effectively with team members, stakeholders, and leaders.
  • Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes.
  • Ability to work in a fast paced and changing environment with minimal supervision.
  • Excellent relationship building and influencing skills.

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating. 

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work. 

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work. 

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have. 

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers. 

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process. 

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.

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