Early Resolution Officer
Core
Resolve customer complaints early, fairly, and efficiently at the earliest stage to prevent escalation.
Role type
Customer complaints resolution officer
Builds
Fair and consistent outcomes for customers in financial services disputes
Domain
Financial services / Superannuation / Investment / Regulated environment
Deliverable
client delivery
Required skills
complaints handling, dispute resolution, remediation, customer advocacy, financial services knowledge, ASIC complaint handling (RG 271), communication, complex conversation management, sound judgement, attention to detail
Preferred skills
root cause identification, process improvement, supporting vulnerable customers
Responsibilities
Speak with customers to understand issues, investigate matters with internal teams, deliver fair outcomes aligned with regulatory requirements, identify patterns and trends to improve business processes
Seniority
Individual Contributor