Customer Service Officer
Core
Deliver exceptional phone-based customer service to consumers, complainants, representatives, and AFCA members, guiding them through dispute resolution processes.
Role type
Customer Service Officer (Contact Centre)
Builds
Consumer complaint resolution outcomes
Domain
Financial services / Ombudsman
Deliverable
client delivery
Required skills
Phone-based customer service, conflict de-escalation, data entry, chat management, verbal communication, written communication, computer literacy, process orientation
Preferred skills
Experience in banking/financial services, superannuation, or insurance, experience managing scams, inbound contact centre experience
Responsibilities
Interact directly with complainants to understand issues, provide accurate information, manage difficult interactions, balance calls and chat, perform administrative tasks
Seniority
Individual Contributor