NSC Complaints Specialist
Core
Investigate and resolve customer complaints and disputes for AMP's banking, super, and retirement services, turning negative experiences into positive ones.
Role type
Customer Resolution Specialist (Complaints)
Builds
Improved customer experience and internal processes
Domain
Financial Services (Banking, Superannuation, Retirement)
Deliverable
client delivery
Required skills
Complaint investigation, root cause analysis, stakeholder negotiation, regulatory compliance, action plan development, data analysis
Preferred skills
Adaptability to change, cross-functional collaboration, process improvement
Technologies
Excel, Word
Responsibilities
Manage and investigate Internal Dispute Resolution (IDR) complaints within regulatory timeframes; Provide feedback and training to departments to minimize negative impact; Conduct root cause analysis of complaint drivers; Ensure compliance obligations and delegations are met; Deliver recommendations for system, process, or product improvements; Maintain accurate records of customer and dispute information.