Complaints Resolution Specialist – Financial Services

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

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