Complaints & Resolution Specialist - Banking

Job Description

Complaints & Resolution Specialist - Banking \n

Complaints & Resolution Specialist - Banking & Financial Services

\n

Location: Melbourne CBD (Hybrid after initial training)

\n

Pay Rate: $40.00 per hour + Super

\n

Contract Type: 6-Month Contract (View to extend)

\n

Work Arrangement: Full-time office-based for the initial 6-8 week onboarding period, transitioning to a flexible WFH hybrid model

About the Role \n

Are you an experienced banking or customer resolution professional looking for your next challenge?

\n

We are seeking high-calibre Complaints & Resolution Specialists to join a specialized Financial Assistance team supporting customers navigating difficult financial circumstances.

\n

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 \n

\n
• \n

  End-to-End Case Management: Manage a portfolio of standard to complex banking complaints and financial difficulty cases, ensuring timely, fair, and compliant resolutions.

\n
• \n

  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.

\n
• \n

  Customer & Stakeholder Negotiation: Engage directly with customers and internal stakeholders via phone and written correspondence to explain decisions clearly and negotiate mutually workable outcomes.

\n
• \n

  Vulnerability & Hardship Support: Handle sensitive customer situations with empathy, critical thinking, and strong judgment to deliver appropriate solutions for customers in hardship.

\n
• \n

  Written Communication: Draft clear, concise, and professional outcome letters and internal briefs, translating complex financial terms into plain English.

\n
• \n

  Continuous Improvement: Collaborate with team members to meet key performance indicators, optimize resolution processes, and improve the overall customer experience.

\n

What We Are Looking For \n

\n
• \n

  Financial Services Experience: Background in retail banking, mortgage processing, hardship, disputes, or complex customer service environments.

\n
• \n

  Strong Analytical & Decision-Making Capability: Ability to review complex customer histories, synthesize data, and make fair, well-reasoned decisions.

\n
• \n

  Effective Negotiation & De-escalation Skills: Excellent verbal communication skills with a proven track record of handling sensitive conversations and resolving conflict professionally.

\n
• \n

  Written Clarity: High attention to detail with the ability to write clear, professional, and well-structured correspondence.

\n
• \n

  Customer Focus & Empathy: A genuine commitment to problem-solving and delivering balanced outcomes for customers experiencing vulnerability or financial pressure.

\n
• Immediately available within 1 week
\n

What's on Offer \n

\n
• \n

  Competitive Rate: $40.00 per hour + Super.

\n
• \n

  Long-Term Potential: 6-month initial contract with a strong view to extend based on performance.

\n
• \n

  Structured Training: Comprehensive 6 to 8-week in-office onboarding program to set you up for success.

\n
• \n

  Work-Life Balance: Transition to an attractive WFH hybrid arrangement following your training period.

\n

\n

providing equal employment opportunities and embracing diversity to the benefit of all.

\n

We actively encourage applications from any background.

\n

#J-18808-Ljbffr