Complaints & Resolution Specialist - Banking

Complaints & Resolution Specialist - Banking & Financial Services

Location: Melbourne CBD (Hybrid after initial training)

Pay Rate: $40.00 per hour + Super

Contract Type: 6-Month Contract (View to extend)

Work Arrangement: Full-time office-based for the initial 6-8 week onboarding period, transitioning to a versatile WFH hybrid model

About the Role

Are you an experienced banking or customer resolution professional looking for your next challenge?

We are seeking high-calibre Complaints & Resolution Specialists to join a specialized Financial Assistance team supporting customers navigating difficult financial circumstances.

In this role, you will lead the end-to-end management of escalated customer inquiries, hardship requests, and complex banking complaints. Acting as a subject matter expert, you will review file history, conduct objective investigations, and negotiate balanced, practical outcomes across a range of banking products.

Key Responsibilities

- End-to-End Case Management: Manage a portfolio of standard to complex banking complaints and financial difficulty cases, ensuring timely, fair, and compliant resolutions.

- Investigation & Assessment: Gather relevant information, review customer accounts, and evaluate evidence to make sound, objective decisions in line with internal policies and industry best practice.

- Customer & Stakeholder Negotiation: Engage directly with customers and internal stakeholders via phone and written correspondence to explain decisions clearly and negotiate mutually workable outcomes.

- Vulnerability & Hardship Support: Handle sensitive customer situations with empathy, critical thinking,



and strong judgment to deliver appropriate solutions for customers in hardship.

- Written Communication: Draft clear, concise, and professional outcome letters and internal briefs, translating complex financial terms into plain English.

- Continuous Improvement: Collaborate with team members to meet key performance indicators, optimize resolution processes, and improve the overall customer experience.

What We Are Looking For

- Financial Services Experience: Background in retail banking, mortgage processing, hardship, disputes, or complex customer service environments.

- Strong Analytical & Decision-Making Capability: Ability to review complex customer histories, synthesize data, and make fair, well-reasoned decisions.

- Effective Negotiation & De-escalation Skills: Excellent verbal communication skills with a proven track record of handling sensitive conversations and resolving conflict professionally.

- Written Clarity: High attention to detail with the ability to write clear, qualified, and well-structured correspondence.

- Customer Focus & Empathy: A genuine commitment to problem-solving and delivering balanced outcomes for customers experiencing vulnerability or financial pressure.

- Immediately available within 1 week

What's on Offer

- Competitive Rate: $40.00 per hour + Super.

- Long-Term Potential: 6-month initial contract with a strong view to extend based on performance.

- Structured Training: Comprehensive 6 to 8-week in-office onboarding program to set you up for success.

- Work-Life Balance: Transition to an attractive WFH hybrid arrangement following your training period.

providing equal employment opportunities and embracing diversity to the benefit of all.

We actively encourage applications from any background.

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📌 Complaints & Resolution Specialist - Banking (Melbourne)
🏢 Randstad
📍 Melbourne