Customer Resolution (Disputes) Consultant- Wealth



Join a Leading Financial Institution as an accomplished Dispute Resolution Consultant handling complaints across life insurance, Wealth and Advice. Company Overview Our Client is a high performing Insurance/wealth/Advice division of one of Australia's leading Banks who have made it their business to be an organisation where people perform at their ' Optimum ' and are rewarded for ' Excellence Role Overview - Permanent Opportunity As a Customer Resolution Consultant from a Life Insurance, Wealth, Legal of Governing Body background, you will be responsible for helping the claims team to continuously improve the quality of our clients customers’ experiences. This will be done by partnering with your colleagues to actively respond to customer complaints and disputes, using the feedback to turn negative customer experiences into positive ones and advocate for our client's customers to fix pain points and improve their experience.

Please note this role requires at least 2 days work from Parrramatta and the rest can be conducted in Sydney CBD. Responsibilities Effectively manage, investigate and respond to Internal Dispute Resolution (IDR) complaints by providing exceptional customer service which exceeds the expectations of our clients customers. Provide exceptional customer service by effectively managing, investigating and resolving complaints fairly and reasonably across claims team; Work collaboratively with stakeholders to agree on appropriate resolution Assist in providing feedback and/or training across the business to ensure customer pain points, which are identified through customer complaints, are fixed and used to improve the overall customer experience.

To provide feedback and/or training to various departments to ensure customer’s feedback is considered by the relevant department and to minimize any negative impact to the client Provide regular updates to the claims team on complaints and outcomes. Ensure complaints/disputes are resolved within the agreed service and quality standards Skills and experience Dispute Claims Case Manager or similar Customer Complaints/ Remediation experience. Experience of investigating and responding to complex complaints.

Experience within Banking Financial Services industry, preferably within Insurance or Advice industry. Open to Legal specialist of Case Managers from Governing Bodies also. Understanding of regulatory environment and its impact on customer dispute management.

Good understanding of the life insurance, Advice and Wealth products and relevant legislation Strong customer service focus and people engagement capability. Using analytical thinking to understand the needs and issues of the customer, whilst reviewing the underlying internal processes which are relevant to the customer’s issue. A team player, who works effectively with team members to accomplish goals.

Supports colleagues to resolve issues and develop solutions for enhancements. This is a great opportunity for a Dispute or Resol.

Profusion Group
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$90k - $100k + Super + Profit Share


4 Jun 2020


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