First Nations Customer Service Officer – Expression of Interest
Core
First Nations Customer Service Officer providing culturally responsive support and complaint resolution for consumers and members, with a specific focus on serving First Nations peoples.
Role type
Customer Service Officer (First Nations focus)
Builds
Customer trust and equitable access to complaint resolution processes
Domain
Financial services / Consumer advocacy / Indigenous relations
Deliverable
client delivery
Required skills
Cultural knowledge of Aboriginal and Torres Strait Islander peoples, empathetic communication, complaint management, active listening, system proficiency
Preferred skills
Experience in fast-paced customer service environments, ability to manage complex interactions, proactive problem solving
Responsibilities
Manage consumer and member calls and chat, provide clear guidance on AFCA processes, deliver culturally appropriate support to First Nations people, accurately manage complaints across channels, identify complaint trends, support continuous improvement initiatives
Seniority
Individual Contributor