Job Openings Complaints Officer

About the job Complaints Officer

Role Overview:
As a Complaint Resolution Officer, you will be responsible for handling customer complaints through the Internal Dispute Resolution (IDR) process. You will work to resolve escalated disputes efficiently while ensuring compliance with policies, industry regulations, and company values.

Key Responsibilities:

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

Compliance:

  • 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

Qualifications:

  • 3-5 years within the financial services industry.
  • 1-3 years experience in managing complex customer complaints and dispute resolution.
  • Previous experience in handling escalated complaints and regulatory compliance.

Competencies:

  • 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.

Explore Exciting Opportunities at Vault Outsourcing: Your Gateway to Offshoring Excellence:

Are you seeking a great career opportunity with exceptional benefits? Look no further! Vault Outsourcing is not just a company; it's a dynamic force offering a new and exciting career path.

We believe our people are our greatest asset and foster a family atmosphere that encourages excellence. Join us in redefining offshoring excellence, where your career is valued, and exciting opportunities await. Discover what we can offer - your gateway to a fulfilling career!

About the Company:

Explore Exciting Opportunities at Vault Outsourcing: Your Gateway to Offshoring Excellence:

Are you seeking a great career opportunity with exceptional benefits? Look no further! Vault Outsourcing is not just a company; it's a dynamic force offering a new and exciting career path.

We believe our people are our greatest asset and foster a family atmosphere that encourages excellence. Join us in redefining offshoring excellence, where your career is valued, and exciting opportunities await. Discover what we can offer - your gateway to a fulfilling career!

ENJOY THESE EXCITING BENEFITS WHEN YOU JOIN OUR AMAZING TEAM!

  • Your equipment is on us! Laptop provided
  • HMO benefits for you and your dependents
  • Group Life Insurance
  • Mental Health Program - GET FREE CONSULTATION!
  • Eligibility to our Employee Referral Program FROM DAY 1. Get above-average Referral Bonus for every successful hire
  • Leave credits available in your first month! Up to 20 leave credits per year.
  • Unused Credits Convertible to Cash*
  • Annual performance review
  • Company events
  • Rewards and Recognition
  • Monthly engagement activities

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