Customer Resolutions Officer
- Investigate and resolve complex customer complaints.
- Ensure compliance with regulatory requirements and deliver fair outcomes.
- Maintain the Complaints Register and report on trends.
- Banking & Finance
- Client Services
- Melbourne
- Permanent / Full Time
- Investigate, resolve, and make a real difference for customers.
- Complex cases, real impact, and a clear path in compliance.
- Join a specialist team where your decisions genuinely matter.
Resolve complaints. Deliver fair outcomes.
Our client, a growing financial services business, is looking for a Customer Resolution Officer to manage complex customer complaints through their Internal Dispute Resolution (IDR) process. You'll investigate, make sound decisions and make sure every outcome is fair and compliant.
What you'll do
- Manage complex complaints from intake through to resolution
- Investigate using internal systems, documents and input from across the business
- Decide on fair outcomes and write clear responses to customers
- Support AFCA-escalated matters, including submissions and conciliation
- Keep complaints compliant with ASIC RG 271, the NCCP Act and relevant codes
- Maintain the Complaints Register and report on trends and systemic issues
About you
- Experience managing complex complaints or disputes in Australian financial services
- Strong knowledge of RG 271, NCCP responsible lending and hardship obligations, and AFCA approach documents
- Excellent written communication and attention to detail
- Ability to manage a high-volume caseload against strict regulatory timeframes
- Strong investigative, negotiation and decision-making skills
Desirable: experience responding to AFCA-escalated complaints
To apply, click Apply and submit your resume. For a confidential conversation, contact Nicole Gerrrad at 0401426084
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