Complaints Resolutions Officer – Mortgages

1 month ago

Rhodes, 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 Financial Complaints Authority (AFCA).

The Service Solutions department is responsible for the end-to-end complaints handling process for UMP, which includes conducting comprehensive investigations, systemic issue identification, remediation and communication with customers and key stakeholders, such as AFCA, RAMS and Westpac.

In addition, the Service Solutions department is also the primary contact point for any extra care or vulnerable customer escalations, where there may not be a complaint, however the customer may need extra care, in line with the Banking Code of Practice.

We are seeking a full-time experienced Complaints Resolutions Officer – Mortgages. Reporting to the Service Solutions Area Manager & Team Manager, the Service Solutions Administration and Complaint Triage role is responsible for assisting the Service Solutions team with various administrative duties, in addition to opening, vetting, and assigning complaints to Service Solutions Case Managers.

We are looking for a high energy individual who will take this role to the next level and has a strong background in complaints and administration with a proactive nature and resilient to change.

Focus areas:

Manage the end to end comprehensive investigation and resolution of internal/external complaints in accordance with the UMP / WESTPAC / RAMS Complaints Handling Procedures

Liaising with key stakeholders such as AFCA, Customer Experience, Compliance and Leadership Teams.

Act as an escalation point for Extra Care, Vulnerable Customers, Hardship, complex or difficult complaints from other teams.

Confidently manage complex issues, complaints and escalations through to resolution and remediation

Conduct root cause analysis on complaints to identify any underlying issue/s or process improvements​.

#LI-KC1

You will be successful in this role if you have:

Experience required:

Relevant minimum 3 plus years of complaints/dispute resolution experience, ideally from within financial services environment.

Essential experience in customer resolution and complaints management.

Desirable experience with deposit and mortgage related products

Ability to work independently, act with urgency, prioritize and multitask.

High integrity and business ethics demonstrated.

Strong written and verbal communication.

Appropriate qualifications desirable but not mandatory.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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