Customer Experience & Disputes Specialist

AMP; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

AMP is seeking a Customer Resolution Specialist to support the Client Servicing teams in improving customer experiences by actively addressing complaints and disputes. You will investigate, respond within regulatory timeframes, and advocate for customers to fix pain points across AMP North.

You’ll collaborate with multiple departments, provide updates on outcomes, and contribute to continuous improvement of case management standards and processes.

Qualifications

• Strong customer service focus and people engagement capability.
• Using analytical thinking to understand client needs and internal processes.
• A team player who collaborates with others to achieve goals.
• Experience in developing and executing action plans based on root cause insights.
• Proven ability to build relationships and negotiate with stakeholders.
• Intermediate Excel and Word skills.

Responsibilities

• Effectively manage, investigate, and respond to Internal Dispute Resolution (IDR) complaints within regulatory timeframes by providing exceptional customer service that exceeds client expectations.
• Provide feedback or training to departments to ensure customer feedback informs improvements and minimises negative impact.
• Provide regular updates to the North team on complaints and outcomes.
• Ensure complaints are resolved within agreed service and quality standards with thorough investigations and timely responses.
• Conduct root cause analysis of complaint drivers and provide recommendations to management.
• Maintain accurate recording of customer and dispute information and assist with system/process improvements.

Skills

Customer service

Analytical thinking

Team player

Root-cause analysis

Stakeholder management

Excel

Word

Job description

AMP is seeking a Customer Resolution Specialist to support the Client Servicing teams in improving customer experiences by actively addressing complaints and disputes. You will investigate, respond within regulatory timeframes, and advocate for customers to fix pain points across AMP North.

You’ll collaborate with multiple departments, provide updates on outcomes, and contribute to continuous improvement of case management standards and processes.