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COMPLAINTS RESOLUTIONS CONSULTANTS

Bris based | $71,793 incl Super + up to $4,000 incentives.

ou must be available to commence on Monday, 20/06/2022 *


Bring your superior quality customer liaison and resolution knowledge, skills and experience to an organisation who empowers, nurtures and develops you.


The purpose of this role is to investigate and respond to Level 1 Home Claims complaints to reduce the number of complaints escalating to Customer Disputes Resolution team (CDR) and the Australian Financial Complaints Authority (AFCA).  The consultant will also improve our customers’ experience by making recommendations regarding any opportunities identified for system, process, product, sales or service improvement.


You will contribute to the key objectives of the role by:

  • Investigating and responding to Level 1 Home Claims complaints through enterprise software within the business Service Levels.

  • Identifying and prioritising customers with vulnerabilities.

  • Communicating with customers in writing and verbally in resolution of complaints using privacy principles, code compliance, legal and company standards.

  • Ensuring application of fairness principles in every in decision making and in written communication.

  • Continually seeking opportunities to improve and optimise processes, personal development and enhance customer experiences that align with strategic goals.

  • Identifying and making recommendations to the Team Leader regarding opportunities identified for system, process, product, sales or service improvements.

  • Meeting quality audit requirements/benchmarks on a consistent basis.

  • Identifying continuous improvement opportunities off the back of root cause of complaints and systemic issues.

  • Ensuring compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative and business environments.