Customer Resolution Consultant
Core
Resolve disputes and manage complaints for IDR and EDR cases, acting independently to assess risk and determine outcomes balancing customer and company interests.
Role type
Senior Customer Resolution Consultant
Builds
Resolved customer disputes and managed complaint portfolios
Domain
Financial Services / Auto Finance
Deliverable
client delivery
Required skills
Dispute resolution, complaints management, regulatory compliance (RG 271), risk assessment, independent judgement, data entry, trend analysis
Preferred skills
Tertiary qualification in Legal or Business, Financial Services experience
Responsibilities
Analyze disputes to ensure sufficient information is gathered, listen to and interpret customer concerns, adhere to regulatory frameworks, input data into systems, engage with Quality Assurance and Risk functions, identify emerging trends and issues
Seniority
Senior, hands-on IC