Complaints & Resolution Specialist - Banking
Complaints & Resolution Specialist - Banking & Financial Services
Location:Melbourne CBD (Hybrid after initial training)
Pay Rate:$***** 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 flexible WFH hybrid model
About the Role
Are you an experienced banking or customer resolution qualified looking for your next challenge?
We are seeking high-calibreComplaints & Resolution Specialiststo 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, professional, 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 availablewithin 1 week
What's on Offer
Competitive Rate:$***** 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