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 adaptable WFH hybrid model About the Role

Are you an experienced banking or customer resolution qualified 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, 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 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 (Port Phillip City)
🏢 Randstad
📍 Port Phillip City