Why You’ll Love This Role:
- Lead complex complaint resolutions – Investigate and resolve escalated customer concerns while ensuring regulatory compliance.
- Drive meaningful change – Identify trends and contribute to process improvements that enhance customer experience.
- Thriving global environment – Join a growing Nasdaq-listed business with opportunities for development.
You will play a key role in managing customer complaints, ensuring that concerns are investigated thoroughly and resolved in line with regulatory standards. You will work closely with internal stakeholders to identify trends, provide insights, and contribute to process improvements that enhance the customer experience.
Key Responsibilities
- Investigate and resolve customer complaints, providing clear and fair outcomes.
- Manage escalated calls and maintain frequent communication with customers.
- Ensure compliance with relevant regulations, including ASIC RG 271 & RG 165.
- Collaborate with internal teams to drive continuous process improvements.
- Maintain case volumes and meet service level standards.
- Strong experience handling complaints, with the ability to de-escalate and negotiate effectively.
- Excellent communication and conflict management skills.
- A customer-focused mindset with the ability to show empathy.
- Understanding of regulatory requirements, including the National Credit Code and Debt Collection Guidelines.
- Proficiency in Microsoft Office Suite (preferred).
- Collections experience will be highly desirable.
Apply now to take the next step in your career.