Resolve complaints. Deliver fair outcomes.

Our client, a growing financial services business, is looking for a Customer Resolution Officer to manage complex customer complaints through their Internal Dispute Resolution (IDR) process. You'll investigate, make sound decisions and make sure every outcome is fair and compliant.

What you'll do
Manage complex complaints from intake through to resolution
Investigate using internal systems, documents and input from across the business
Decide on fair outcomes and write transparent responses to customers
Support AFCA-escalated matters, including submissions and conciliation
Keep complaints compliant with ASIC RG 271, the NCCP Act and relevant codes
Maintain the Complaints Register and report on trends and systemic issues

About you




Experience managing complex complaints or disputes in Australian financial services
Solid knowledge of RG 271, NCCP responsible lending and hardship obligations, and AFCA approach documents
Excellent written communication and attention to detail
Ability to manage a high-volume caseload against strict regulatory timeframes
Robust investigative, negotiation and decision-making skills

Desirable: experience responding to AFCA-escalated complaints

To apply, click Apply and submit your resume. For a confidential conversation, contact Nicole Gerrrad at 04•••••084

📌 Customer Resolutions Officer Melbourne
🏢 FourQuarters Recruitment
📍 Melbourne