Complaint Officer – Expression of Interest
Core
Manage customer complaints end-to-end, ensuring fair and timely resolution in line with regulatory requirements and internal standards.
Role type
Customer service specialist (complaints resolution)
Builds
Customer trust and service quality
Domain
Insurance
Deliverable
client delivery
Required skills
complaint lifecycle management, regulatory compliance, dispute resolution, data review, professional communication, record keeping, process improvement
Responsibilities
Manage complaints throughout the lifecycle, review complaint data and documentation, respond to complaints professionally, handle escalated calls, prepare AFCA complaint responses, present outcomes at IDR forums, draft compliant responses, maintain accurate records, identify opportunities to reduce recurring issues