Early Resolutions Officer
Core
Identify, allocate, and resolve non-complex complaints and escalations via phone for superannuation members.
Role type
Customer service dispute resolution officer
Builds
Member complaint resolution workflows and member experience outcomes
Domain
Superannuation / Financial Services
Deliverable
client delivery
Required skills
complaint triage, phone-based communication, regulatory compliance (RG 271), case allocation, stakeholder engagement, Microsoft Office proficiency
Preferred skills
RG 146 accreditation, experience in life insurance
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, identify continuous improvement opportunities
Seniority
Mid-level, hands-on IC