Complaint Resolution Manager

Colonial First State; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Employer Super

Banking discounts for home loans & day

Wellbeing support & 24/7 confidential"

Birthday leave / Life Leave

Job summary

Colonial First State is seeking a competent Complaints Resolution professional to lead investigations and resolutions of escalated IDR/EDR complaints, engaging with AFCA and internal stakeholders. The role emphasizes applying regulatory guidance, delivering consistent care, and contributing to process improvements within the Risk and Compliance unit.

You will manage complex complaints, maintain strong stakeholder relationships, and stay current with product knowledge and regulatory changes

Qualifications

• Solid experience in complaints management, including handling challenging customers and resolving issues.
• Experience in a financial services setting, preferably superannuation.
• Knowledge of AFCA processes and regulatory complaint resolutions.

Responsibilities

• Manage investigation and resolution of escalated IDR and EDR complaints by phone or written submissions.
• Collaborate with AFCA and external stakeholders to meet dispute-resolution obligations.
• Provide guidance on complaint-management processes to internal teams.
• Apply industry best practices for complaint handling and RG271 where applicable.
• Escalate risks and issues to the Senior Manager, Complaints Resolution in a timely manner.
• Maintain up-to-date knowledge of member products, services and regulatory changes.

Skills

Complaints management

Negotiation

IDR responses

AFCA knowledge

Regulatory compliance

Communication

Job description

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

The Complaints Resolution Team is part of CFS's Risk and Compliance business unit which is accountable for managing and resolving all escalated member complaints (both internal and external) in an efficient and transparent manner, in line with the regulatory, legislative and business requirements. You may be required to **escalate** and investigate systemic issues and contribute to insight sharing and business process improvements.

Your Responsibilities

• Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with CFS policies, principles, procedures and regulatory obligations;
• Work with our largest external stakeholder AFCA in ensuring all External Dispute Resolution (EDR)-related regulatory and compliance dispute resolution requirements are adhered
• Demonstrate consistent application of standards of care to each complainant and ensure vulnerable members have their concerns prioritised and managed appropriately;
• Provide specialist guidance to internal stakeholders on relevant aspects of the complaint-management process;
• Demonstrate knowledge and application of current industry best practice for dispute resolution consistently and a strong working knowledge of RG271;
• Develop strong networks and relationships with EDR bodies, external bodies and internal stakeholders to influence outcomes;
• Understand current complaints trends insights and systemic issues identified;
• Maintain up to date knowledge of CFS member products and services as well as industry regulation and legislation changes and trends;
• Participate actively in team meetings and contribute improvement ideas and processes to refine the complaints process and member experience;
• Escalate emerging risks and issues to the Senior Manager, Complaints Resolution in a timely manner;
• Effectively partner with risk and legal to proactively manage complaint related regulatory and operational risk;
• Escalate and at times investigate possible systemic issues and provide recommendations to improve
• Understand impacts of business transformation activities as it relates to Complaints Management and provide support, as required

Your Capability and Experience

• Solid experience in complaints management, including dealing with challenging customers, negotiation and resolving issues, and writing IDR responses
• Experience in a similar role within the financial services sector, preferably within the superannuation industry
• Knowledge and understanding of the regulatory requirements for complaint resolutions;
• Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders
• High degree of empathy and experience in resolving difficult and complex customer complaints.
• Excellent critical judgement and analytical skills to underpin decision-making;
• Demonstrated capacity to work in highly pressured & volatile environments
• Experience working with and knowledge of AFCA processes is highly regarded

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
• Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
• Access to 24/7 confidential support covering safety, medical and mental health services
• Additional leave day to celebrate your birthday
• Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
• Exclusive discounts on retail, travel and entertainment

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role is based on Gadigal Land (Sydney).