Working with our Financial Services Client, the Customer Relations Consultant is responsible for the end-to-end management and resolution of medium to high complexity customer complaints across all Client Group brands within relevant regulatory obligations. This is to ensure risk mitigation and delivery of a better experience for our customers, bankers, and community.

The role includes leading the investigation, negotiation and resolution of customer complaints received via internal dispute resolution (IDR).

The Customer Relations Consultant is accountable for root cause analysis, trends and systemic issue identification and continuous improvement initiatives identified through management of customer complaints. You will be responsible for the end-to-end management of escalated and/or complex customer complaints within relevant regulatory obligations such as RG 271.

Key responsibilities:

- Leverage banking and dispute resolution expertise to form effective strategies to minimize the business risk profile of medium to high complexity/ risk customer complaints and avoid customer escalation to external bodies such as AFCA.
- Management of lower complexity AFCA complaints i.e. registration and referral stage, as required.
- Effectively collaborate with subject matter experts across the business to ensure that investigation and customer outcomes are informed, fair and compliant.
- Author strategy papers and analysis for leaders and key stakeholders including the identification and inclusion of key risks and recommendations.
- Effectively communicate with customers verbally and in writing to investigate and resolve their complaints.




- Author correspondence to customers using brand and customer appropriate tone as well as ensuring that regulatory obligations are met, and risk is mitigated.
- Achieve resolution of customer complaints with the application of strategic and commercial decision making.
- Play an active role in the development and ongoing enhancement of a broader continuous learning and improvement cycle —provide feedback, identify thematic service failures and faulty processes through root-cause analysis, and take action on those weaknesses.
- Act as a conduit for active 1:1 feedback to employees and their leaders where service failures have resulted in customer disputes, assisting the Client in a coaching and mentoring capacity.
- Other administrative tasks as required.
- Exemplify the values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to contribute to the purpose of Building Social Capital.
- Understand and comply with the Code of Conduct and any additional policies and procedures which apply to the role to ensure the Customer excels, complies with laws and regulations, and upholds their reputation.

Required Skills and Experience:

- Knowledge of the banking industry and relevant compliance and regulatory requirements e.g. RG 271, Privacy Act etc.
- Experience in managing IDR customer complaints under RG 271 and BCOP.
- Ability to negotiate and influence outcomes including financial settlements and terms of agreement.
- Ability to interpret, understand and practically apply legislation, regulation and product terms and conditions.
- Demonstrated ability to identify opportunities for improvement and to influence change as a result.
- Open to candidates based in Sydney, Brisbane & Melbourne

📌 Customer Relations Consultant (Sydney)
🏢 KellyOCG
📍 Sydney