Are you an RG 271 Complaints Officer with strong experience managing customer complaints in large financial services firms?

Would you be interested in working for an excellent brand in a contract role paying fantastic rates?

You are:

A Complaints Officer / Dispute Resolution Specialist with strong experience ensuring compliance with RG 271, delivering fair outcomes and protecting the firm's reputation.

You're skilled in preparing and issuing compliant IDR responses within regulatory timeframes, clearly outlining outcomes, reasons for the decision and supporting evidence.

You are sure to maintain accurate and complete complaint records in the complaints management system and are adept at preparing regulatory reporting.

They are:

A prestigious financial services firm with up-to-date CBD offices.

They foster a collaborative, supportive and high-performing culture and place a big emphasis on a positive work environment.

The Role:

You will be responsible for the end-to-end management of customer complaints in accordance with the dispute resolution framework and ASIC RG 271.

This key role ensures that all complaints are handled efficiently,



fairly, and within prescribed timeframes, and that high-quality written responses are provided to customers, including at the internal dispute resolution (IDR) stage and if escalated to Australian Financial Complaints Authority (AFCA).

This is an initial 3 month contract with possible extensions.

Skills / Experience / Responsibilities:

- Strong customer complaints background
- End-to-End Management: Investigate, assess, and resolve customer complaints efficiently while meeting strict regulatory and internal deadlines.
- Regulatory Compliance: Adhere to ASIC RG 271 frameworks, including acknowledging complaints and providing formal Internal Dispute Resolution (IDR) response letters within mandated timeframes.
- AFCA Escalation: Prepare detailed case files and responses if a complaint escalates to the Australian Financial Complaints Authority (AFCA).
- Communication: Draft high-quality, empathetic, and legally compliant written responses for customers.

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📌 Customer Complaints Officer RG 271 (Melbourne)
🏢 Bluefin Resources
📍 Melbourne