Job Description
Complaints & Resolution Specialist - Banking
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Complaints & Resolution Specialist - Banking & Financial Services
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Location: Melbourne CBD (Hybrid after initial training)
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Pay Rate: $***** per hour + Super
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Contract Type: 6-Month Contract (View to extend)
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Work Arrangement: Full-time office-based for the initial 6-8 week onboarding period, transitioning to a flexible WFH hybrid model
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About the Role
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Are you an experienced banking or customer resolution professional looking for your next challenge?
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We are seeking high-calibre Complaints & Resolution Specialists to join a specialized Financial Assistance team supporting customers navigating difficult financial circumstances.
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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.
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Key Responsibilities
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End-to-End Case Management: Manage a portfolio of standard to complex banking complaints and financial difficulty cases, ensuring timely, fair, and compliant resolutions.
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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.
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Customer & Stakeholder Negotiation: Engage directly with customers and internal stakeholders via phone and written correspondence to explain decisions clearly and negotiate mutually workable outcomes.
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Vulnerability & Hardship Support: Handle sensitive customer situations with empathy, critical thinking,



and solid judgment to deliver appropriate solutions for customers in hardship.
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Written Communication: Draft clear, concise, and professional outcome letters and internal briefs, translating complex financial terms into plain English.
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Continuous Improvement: Collaborate with team members to meet key performance indicators, optimize resolution processes, and improve the overall customer experience.
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What We Are Looking For
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Financial Services Experience: Background in retail banking, mortgage processing, hardship, disputes, or complex customer service environments.
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Strong Analytical & Decision-Making Capability: Ability to review complex customer histories, synthesize data, and make fair, well-reasoned decisions.
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Effective Negotiation & De-escalation Skills: Excellent verbal communication skills with a proven track record of handling sensitive conversations and resolving conflict professionally.
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Written Clarity: High attention to detail with the ability to write clear, professional, and well-structured correspondence.
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Customer Focus & Empathy: A genuine commitment to problem-solving and delivering balanced outcomes for customers experiencing vulnerability or financial pressure.
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Immediately available within 1 week
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What's on Offer
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Competitive Rate: $***** per hour + Super.
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Long-Term Potential: 6-month initial contract with a strong view to extend based on performance.
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Structured Training: Comprehensive 6 to 8-week in-office onboarding program to set you up for success.
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Work-Life Balance: Transition to an attractive WFH hybrid arrangement following your training period.
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providing equal employment opportunities and embracing diversity to the benefit of all.
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We actively encourage applications from any background.

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