Early Resolutions Officer
Core
Phone-based role responsible for identifying, allocating, and resolving non-complaint escalations and non-complex complaints in a high-volume environment.
Role type
Senior IC customer service/dispute resolution officer
Builds
Member satisfaction and regulatory compliance
Domain
Superannuation / Financial Services
Deliverable
client delivery
Required skills
complaint triage, workflow allocation, regulatory compliance (RG 271), outbound calling, stakeholder engagement, continuous improvement
Preferred skills
RG 146 accreditation, superannuation/life insurance experience
Technologies
Microsoft Word, Excel, Outlook
Responsibilities
Take details of new complaints transferred by phone, resolve non-complex administration IDR complaints, respond to complainants via outbound calls, triage and refer administration tasks, assist with case allocation, deliver activities in accordance with legislative requirements, identify continuous improvement opportunities