Customer Resolution Consultants - Customer Support

Bank Australia Limited; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

14% superannuation

Flexible work options

Free counselling services

Job summary

Bank Australia, formed from the merger with Qudos Bank, is seeking a Customer Resolution Consultant to manage escalated complaints and deliver fair outcomes. You will investigate, engage with customers and stakeholders, and ensure compliance with regulatory obligations while supporting continuous improvement.

The role emphasises strong analytical, communication and decision-making skills, with a focus on customer outcomes and risk mitigation.

Qualifications

• Experience investigating and resolving complex or escalated complaints, preferably in banking/financial services.
• Strong investigative, analytical and decision-making skills with ability to assess complex information.
• Excellent written and verbal communication for professional customer correspondence.
• Experience interpreting policies and regulatory requirements in a regulated environment.
• Stakeholder management and cross-team collaboration skills.
• Customer-focused approach with empathy, resilience and professionalism.
• Knowledge of ASIC RG271, banking products and complaint trend analysis is advantageous.

Responsibilities

• Manage escalated customer complaints from initial assessment to resolution with fair, timely outcomes.
• Conduct detailed investigations, assess information and determine appropriate resolutions per regulatory requirements.
• Engage with customers via verbal and written communications, delivering clear, professional responses.
• Exercise delegated authority to resolve complaints and approve goodwill payments as appropriate.
• Collaborate with stakeholders across the business to support investigations and positive outcomes.
• Identify and report complaint trends, systemic issues and risks with insights for improvements.
• Contribute to continuous improvement in complaint handling practices and customer experience.
• Maintain accurate records and documentation for governance, reporting, audit and regulatory needs.

Skills

Customer complaints resolution

Investigation & analysis

Regulatory awareness

Written communication

Verbal communication

Stakeholder management

Job description

Customer Resolution Consultants - Customer Support

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

As a Customer Resolution Specialist – Customer Support, you will manage escalated customer complaints across Customer Protection, Financial Support, Customer Support and Recoveries, delivering fair, timely and customer-focused outcomes. You will conduct detailed investigations, engage directly with customers and stakeholders, and ensure complaints are resolved in line with regulatory obligations, policies and the bank’s values.

Using sound judgement and a strong customer focus, you will identify practical resolutions, support continuous improvement through complaint insights and trend analysis, and contribute to positive customer and business outcomes.

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Manage escalated customer complaints from initial assessment through to resolution, ensuring fair, timely and customer-focused outcomes.
• Conduct detailed investigations, assess information and determine appropriate resolutions in line with regulatory requirements, policies and procedures.
• Engage directly with customers through verbal and written communications, delivering clear, professional and compliant responses.
• Exercise delegated authority to resolve complaints and approve goodwill payments, escalating higher-value compensation decisions where required.
• Partner with stakeholders across the business to support investigations and deliver positive customer outcomes.
• Identify, monitor and report complaint trends, systemic issues and risks, providing insights to support improved customer and business outcomes.
• Contribute to continuous improvement initiatives by recommending enhancements to complaint handling practices, processes and customer experiences.
• Maintain accurate records and documentation to support governance, reporting, audit and regulatory requirements.

What you will bring

• Experience investigating and resolving complex or escalated customer complaints, preferably within banking or financial services.
• Strong investigation, analytical and decision-making skills, with the ability to assess complex information and deliver fair, balanced outcomes.
• Excellent written and verbal communication skills, including the ability to prepare clear, professional customer correspondence.
• Experience interpreting and applying policies, procedures and regulatory requirements in a regulated environment.
• Strong stakeholder management and relationship-building skills, with the ability to work collaboratively across teams to resolve complex issues.
• Demonstrated ability to manage competing priorities while maintaining high levels of quality, accuracy and compliance.
• A customer-focused approach, with empathy, resilience, professionalism and a commitment to delivering positive customer outcomes.
• Knowledge of ASIC RG271, banking products and services, complaint trend analysis, and experience supporting continuous improvement initiatives will be highly regarded.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.