Complaints & Resolution Specialist - Banking

Randstad; City of Melbourne; Hybrid; AUD 55,000 - 69,000; Full time

Benefits offered by this job

Competitive rate

Hybrid work after training

Structured onboarding

Work-life balance

Job summary

Randstad Melbourne is seeking a Complaints & Resolution Specialist - Banking to lead escalated banking complaints and hardship cases, delivering fair, compliant outcomes with clear, professional written communications.

Initially in-office for 6–8 weeks, then a hybrid WFH arrangement. You will collaborate with stakeholders, review cases, drive continuous improvement of resolution processes, and apply strong analytical and customer-focus skills. This is a 6‑month contract with potential to extend.

Qualifications

• Financial services experience in banking, hardship, disputes or complex customer service environments.
• Strong analytical and decision-making capabilities for reviewing complex histories.
• Effective negotiation and de-escalation skills with professional communication.
• High level of written clarity and structured correspondence.
• Customer focus with empathy in vulnerable financial situations.
• Availability within one week to start.

Responsibilities

• End-to-End Case Management: Manage banking complaints and hardship cases with fair, timely resolutions.
• Investigation & Assessment: Gather information, review accounts, evaluate evidence to support decisions.
• Customer & Stakeholder Negotiation: Explain decisions and negotiate workable outcomes with customers and internal teams.
• Vulnerability & Hardship Support: Provide empathetic, careful handling of sensitive cases.
• Written Communication: Draft clear outcome letters and internal briefs.
• Continuous Improvement: Work with team to meet KPIs and improve processes.

Skills

Financial Services Knowledge

Analytical & Decision-Making

Negotiation & De-escalation

Written Communication

Customer Focus & Empathy

Immediate Availability

Job description

Complaints & Resolution Specialist - Banking

Complaints & Resolution Specialist - Banking & Financial Services

Location: Melbourne CBD (Hybrid after initial training)

Pay Rate: $40.00 per hour + Super

Contract Type: 6-Month Contract (View to extend)

Work Arrangement: Full-time office-based for the initial 6-8 week onboarding period, transitioning to a flexible WFH hybrid model

About the Role

Are you an experienced banking or customer resolution professional looking for your next challenge?

We are seeking high-calibre Complaints & Resolution Specialists to join a specialized Financial Assistance team supporting customers navigating difficult financial circumstances.

In this role, you will lead the end-to-end management of escalated customer inquiries, hardship requests, and complex banking complaints. Acting as a subject matter expert, you will review file history, conduct objective investigations, and negotiate balanced, practical outcomes across a range of banking products.

Key Responsibilities

• End-to-End Case Management: Manage a portfolio of standard to complex banking complaints and financial difficulty cases, ensuring timely, fair, and compliant resolutions.

• Investigation & Assessment: Gather relevant information, review customer accounts, and evaluate evidence to make sound, objective decisions in line with internal policies and industry best practice.

• Customer & Stakeholder Negotiation: Engage directly with customers and internal stakeholders via phone and written correspondence to explain decisions clearly and negotiate mutually workable outcomes.

• Vulnerability & Hardship Support: Handle sensitive customer situations with empathy, critical thinking, and strong judgment to deliver appropriate solutions for customers in hardship.

• Written Communication: Draft clear, concise, and professional outcome letters and internal briefs, translating complex financial terms into plain English.

• Continuous Improvement: Collaborate with team members to meet key performance indicators, optimize resolution processes, and improve the overall customer experience.

What We Are Looking For

• Financial Services Experience: Background in retail banking, mortgage processing, hardship, disputes, or complex customer service environments.

• Strong Analytical & Decision-Making Capability: Ability to review complex customer histories, synthesize data, and make fair, well-reasoned decisions.

• Effective Negotiation & De-escalation Skills: Excellent verbal communication skills with a proven track record of handling sensitive conversations and resolving conflict professionally.

• Written Clarity: High attention to detail with the ability to write clear, professional, and well-structured correspondence.

• Customer Focus & Empathy: A genuine commitment to problem-solving and delivering balanced outcomes for customers experiencing vulnerability or financial pressure.

• Immediately available within 1 week

What's on Offer

• Competitive Rate: $40.00 per hour + Super.

• Long-Term Potential: 6-month initial contract with a strong view to extend based on performance.

• Structured Training: Comprehensive 6 to 8-week in-office onboarding program to set you up for success.

• Work-Life Balance: Transition to an attractive WFH hybrid arrangement following your training period.

providing equal employment opportunities and embracing diversity to the benefit of all.

We actively encourage applications from any background.