Complaints & Resolution Specialist
Core
Investigate, resolve, and provide high-quality responses to escalated customer complaints on behalf of Trustee Offices, while identifying systemic issues to drive process improvements.
Role type
Senior Customer Experience Specialist (Complaints & Resolution)
Builds
Improved member and employer experiences; reduced complaint volumes
Domain
Superannuation / Retirement Solutions
Deliverable
client delivery
Required skills
complaints handling, superannuation knowledge, file management, policy interpretation, trend analysis, risk mitigation, stakeholder engagement, complex problem-solving, written communication, verbal communication
Preferred skills
continuous improvement focus, analytical skills, attention to detail, time management, commercial awareness, ability to work across organizational boundaries
Technologies
N/A
Responsibilities
Empathetically listen to and resolve customer complaints via telephone, face-to-face, and written communications; review files to identify gaps and request further information; identify and report on trends to improve customer experience; escalate high net worth or media complaints to mitigate risks; interpret complex policies and procedures to determine suitable actions; provide information to support EDR investigation and conciliation conferences; participate in forums related to complaints reporting and operational improvements; exercise judgement to make recommendations for service improvements.
Seniority
Mid-Senior, hands-on IC