Customer Resolution Officer - Remote

Overview

The Customer Resolution Officer is responsible for managing customer complaints, ensuring a fair approach to complaint management, and collaborating with internal and external stakeholders to provide updates and resolutions.

In Short

• Manage and take full responsibility for customer complaints.
• Ensure a fair and reasonable approach to complaint management at all stages.
• Review complaints thoroughly and communicate outcomes both verbally and in writing.
• Engage with internal and external stakeholders for complaint updates.
• Provide expert advice for handling external complaints.
• Assist with subpoenas, court orders, and other requests.
• Collaborate with ICU and CRL teams on complaint matters.

Requirements

• Proven experience in complaints management in finance and banking.
• Experience with AFCA and ASIC regulations is essential.
• Strong