Complaints Investigation Specialist - Financial Services

Randstad Pty; Melbourne; Hybrid; AUD 46,000 - 65,000; Full time

Job summary

Randstad Pty in Melbourne is seeking a task-focused Complaints Investigation Specialist to join a growing financial services team. This role emphasizes fairness and clear reasoning to resolve consumer disputes efficiently.

You will review submissions, identify core issues, and draft determinations while applying industry codes and procedural fairness. The position starts with 100% in-office training for 6–8 weeks and then moves to hybrid work (3 days in-office, 2 days at home).

Qualifications

• Relevant tertiary qualifications and/or 2–3+ years of experience within complaint resolution, financial services, legal, regulatory, or government environments.
• Proven ability to objectively evaluate complex, conflicting evidence and make balanced, defensible decisions.
• Excellent negotiation, conciliation, and de-escalation skills, with the ability to articulate complex financial or legal concepts simply.
• A strong commitment to natural justice, procedural fairness, and high-quality customer outcomes.

Responsibilities

• Investigate Complaints: Review submissions, clarify outcome expectations, and examine case documentation to identify core issues and remedies.
• Facilitate Resolutions: Conduct structured negotiation and conciliation discussions between parties to help reach mutually agreed settlements.
• Draft Determinations: Write clear, logical, and well-reasoned findings, outcome letters, and dispute assessments.
• Apply Standards & Frameworks: Base findings on relevant legal principles, procedural fairness, industry codes of practice, and established precedents.
• Escalate Critical Findings: Identify recurring systemic issues or serious non-compliance trends and refer them to specialized oversight teams.

Skills

Complaint resolution

Analytical investigation

Negotiation & conciliation

Communication skills

Education

Tertiary qualification

Job description

• Rate: $40.34 per hour + superannuation
• Contract: 6-month temporary assignment
• Work Arrangement: 100% office-based for the first 6–8 weeks during initial training, transitioning to a hybrid model (3 days in-office, 2 days working from home) thereafter.

About the Role

An opportunity has opened for an objective, analytical Complaints Investigation Specialist to join a growing team within financial services.

In this role, you will investigate and resolve complaints between consumers and service providers across various industry streams, including banking and financial services. You will handle standard dispute portfolios, applying fairness, industry codes, and objective criteria to reach practical, balanced outcomes without the need for formal legal proceedings.

Key Responsibilities

• Investigate Complaints: Review submissions, clarify outcome expectations, and examine case documentation to identify core issues and remedies.
• Facilitate Resolutions: Conduct structured negotiation and conciliation discussions between parties to help reach mutually agreed settlements.
• Draft Determinations: Write clear, logical, and well-reasoned findings, outcome letters, and dispute assessments.
• Apply Standards & Frameworks: Base findings on relevant legal principles, procedural fairness, industry codes of practice, and established precedents.
• Escalate Critical Findings: Identify recurring systemic issues or serious non-compliance trends and refer them to specialized oversight teams.

Key Requirements

• Experience & Qualifications: Relevant tertiary qualifications and/or 2–3+ years of experience within complaint resolution, financial services, legal, regulatory, or government environments.
• Investigation & Analysis: Proven ability to objectively evaluate complex, conflicting evidence and make balanced, defensible decisions.
• Communication & Conciliation: Excellent negotiation, conciliation, and de-escalation skills, with the ability to articulate complex financial or legal concepts simply.
• Fairness & Integrity: A strong commitment to natural justice, procedural fairness, and high-quality customer outcomes.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.