Customer Resolution Consultant

Angle Auto Finance; Sydney; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Birthday leave

Health and wellbeing leave

Volunteering day

$500 ergonomic equipment reimbursement

Recruitment referral program

Employee rate program

Paid parental leave

SPARK program

Purchased annual leave

Diversity flex leave

Zusammenfassung

Angle Auto Finance is seeking a Customer Resolution Consultant to manage disputes and complaints with a focus on high-quality service. You will work independently on complex cases while collaborating with the wider team to improve customer outcomes.

You will analyse disputes, gather information, and apply regulatory guidelines to resolve issues effectively. The role emphasizes proactive engagement and risk-aware decision making in a fast-paced environment.

Qualifikationen

• Tertiary qualification in Legal, Business or similar is beneficial.
• Experience in Financial Services is desirable.
• Analytical mindset with high attention to detail.
• Ability to prioritise work and manage own portfolio.
• Strong knowledge of RG 271 regulatory guidelines.

Aufgaben

• Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints.
• Actively analyse disputes to ensure sufficient information is provided to understand cases.
• Exercise judgment to evaluate situations and manage cases with customers’ and Angle Auto’s interests in mind.
• Listen to customer concerns and understand desired outcomes.
• Adhere to regulatory framework and policy.
• Input data into systems and send templates, following up when required.
• Engage with Quality Assurance and Risk to raise issues and promote improvements.
• Collaborate with colleagues to identify trends and themes for service improvements.
• Contribute to customer service experience through innovation, productivity and efficiency.

Kenntnisse

Analytical mindset

Attention to detail

Prioritization

Time management

Regulatory knowledge

Ausbildung

Tertiary qualification in Legal, Business or similar

Tools

CRM software

Jobbeschreibung

As a Customer Resolution Consultant you are responsible for dispute resolution, complaints management and proactive customer engagement to resolve issues and to reinforce the value of the customers relationship within the business.

This role is for someone who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved. You will work independently on individual cases but also in collaboration within the wider business.

You will be required to manage multiple tasks simultaneously while maintaining excellent service, in difficult circumstances.

Core Responsibilities

• Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints.
• Actively analyse disputes, ensuring sufficient information has been provided to fully understand the disputes.
• The Customer Resolution Consultant acts independently and exercises a high degree of discretion and independent judgement to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Angle Auto’s interests in mind.
• Listen and interpret customer concerns and feedback, and understand their desired outcomes.
• Adherence to relevant regulatory framework and policy.
• Input all data into systems, send out templates and follow up on further information, if required.
• Engage with Quality Assurance and Risk function to raise issues and promote improvements.
• Work closely with colleagues in identifying emerging trends, themes and general issues.
• Contribute to our customer service experience through innovation, productivity and efficiency to drive a customer focused culture to improve the customer experience.

Qualifications & Experience

• Tertiary qualification in Legal, Business or similar is beneficial, but not essential.
• Previous experience working in Financial Services is desirable.
• Proven experience in a similar role in.
• Analytical mindset and high level of attention to detail.
• Ability to prioritise work and manage own portfolio.
• Strong knowledge of Regulatory guidelines including RG 271.

Employee Benefits

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.
• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
• Paid parental leave: Be there for life’s most important moments with time to support your growing family.
• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
• Purchased annual leave: Gain extra flexibility by purchasing additional leave.
• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.