Our client is a well-established financial services organisation recognised for delivering ethical, customer-focused debt management and recovery solutions across Australia. Operating within a highly regulated environment, they have built a strong reputation for balancing commercial outcomes with fairness, empathy and compliance.
Their Complaints & Resolutions team plays an significant role in ensuring customer concerns are investigated thoroughly, resolved fairly and managed in accordance with regulatory obligations. Just as importantly, the team identifies trends and opportunities to strengthen processes and improve the overall customer experience.
With a collaborative and supportive culture, this organisation values accountability, continuous improvement and high professional standards. This is an excellent opportunity to join a respected business on a 3-month contract with an immediate start, based in Springwood.
The Job
Reporting into the Compliance team, you'll manage customer complaints from initial receipt through to resolution, ensuring every matter is handled professionally, fairly and within required regulatory timeframes.
- Managing customer complaints from receipt through to resolution.
- Investigating complaints and making fair, evidence-based decisions.
- Acknowledging and responding to complaints within required timeframes.
- Conducting sensitive customer conversations with professionalism and empathy.
- Escalating complex or high-risk matters where appropriate.
- Identifying complaint trends and potential compliance risks.
- Preparing reports and recommending process improvements.
- Maintaining accurate and detailed case records.
You
To be successful, you'll be an empathetic communicator who can confidently navigate difficult conversations while balancing customer outcomes with regulatory obligations.
You will ideally possess:
- Previous experience within complaints management, dispute resolution, compliance, hardship or customer service within a regulated financial services environment.
- Knowledge of ASIC Regulatory Guide 271 (RG271).
- Excellent written and verbal communication skills.
- Strong investigative, analytical and problem-solving abilities.
- Experience managing complex or sensitive customer interactions.
- The ability to de-escalate conflict and exercise sound judgement.
- High attention to detail and excellent organisational skills.
- A professional, ethical approach with a genuine commitment to fair customer outcomes.
- The ability to build positive relationships with both customers and internal stakeholders.