Senior Complaints Resolution Officer (Internal)

Key Responsibilities:
- Liaise with customers and/or their representatives in writing and over the phone; in line with the company's values with a goal to reach the best possible outcome for both customer and the company.

- Provide accurate, clear and concise information to customers regarding dispute resolution processes, complaint handling, and available hardship programs.

- Ensure that policies and procedures for complaints handling, dispute resolution and / or customers in difficulty are complied with at all times.

- Manage and resolve escalated complex customer cases with the intent to reduce the volume of complaints escalating to AFCA for External Dispute Resolution.

- Investigate and resolve customer complaints or disputes promptly / Assess and action accounts deemed to be in hardship promptly.

- Ensure accurate and comprehensive records of customer interactions and resolutions are maintained within the Customer Relationship Management system.

- Prepare accurate documentation and supporting evidence for outcome-based decisions on Hardship and / or complaint matters.

- Act as the expert on complaints and hardship matters, providing valuable support and advice to operational staff.

- Ensure all negotiations / discussions / actions are within relevant delegations, acts and guidelines, e.g. Privacy Act, Trade Practices Act, ASIC Guidelines, Banking Code of Conduct, etc.

- Comply with pertinent legislation, including the Discrimination and EEO Policy, as well as the Privacy Act, and recognise the significance of adhering to these regulations.

- Keeping abreast of applicable laws, regulation, industry standards, and regulatory guides (collectively referred to as legislation) relevant to the role.

- Escalate any legislative or regulatory issues and / or concerns to the Customer Care Manager.

- Escalate to Customer Care Manager where discounts, interest reductions or debt waivers are requested outside of authorised delegation.

- Escalate to Customer Care Manager where matters involve consumer advocate groups, risk of media or regulator involvement or are of a sensitive nature.

- Other tasks as directed within scope of role and responsibility level.

Qualifications/Knowledge/Skills/Experience

- 3-5 years within the financial services industry.

- 1-3 years' experience in managing Complex Customer request.

- Previous experience in handling hardship cases and resolving disputes.

- Deep understanding of debt collection regulations, legislation and industry guidelines.

- coupled with a strong knowledge of hardship and dispute resolution practices.

- Strong leadership and team management skills.

- Exceptional ability to communicate effectively both orally and in writing.

- Demonstrates emotional maturity in handling various situations.

- Proficient in using CRM software and other tools.

- Strong problem solving and analytical skills

- High ethical standards and compliance mindset

- Self-motivated, proactive, and disciplined approach to tasks

- Takes full responsibility for actions and outcomes without hesitation

- Possesses a strong drive and determination to achieve goals

- Dedicated to providing excellent customer service

- Exhibits excellent planning, organising, and time-management skills

- Proficient in making sound decisions based on critical thinking

- Shows meticulous attention to detail in all endeavours

- Proven track record of managing high-volume workloads successfully

- Consistently meets deadlines and delivers results on time

- Capable of effectively influencing stakeholder actions to achieve objectives