Customer Resolution Officer

Morris Finance Ltd.; Geelong; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Wellbeing benefits

Professional development

Community involvement

Job summary

Morris Finance Ltd. in Geelong is seeking a Customer Resolution Officer to help with enquiries, complaints and service-related matters.

You’ll combine energy and enthusiasm with strong customer service in a supportive, team-focused environment. Based in a modern office, the role focuses on timely, fair, and commercially astute management of complex customer enquiries, with emphasis on complaints resolution and adherence to policies.

Qualifications

• Experience in customer service and dispute resolution principles.
• Ability to follow established policies and procedures.
• Strong listening and communication skills.
• High level of integrity and confidentiality.

Responsibilities

• Respond to complex customer enquiries and complaints in a timely, courteous, and professional manner.
• Record and progress customer concerns accurately.
• Investigate complaints by reviewing relevant information and documentation.
• Collaborate with internal teams to gather information for appropriate resolutions.
• Prepare written responses, acknowledgments, and summaries for review.
• Escalate complex matters to senior staff when necessary.
• Ensure records in systems and registers are current and accurate.
• Assist with AFCA complaints and external dispute resolution tasks.

Skills

Customer service

Complaint handling

Investigation

Written communication

Verbal communication

Attention to detail

Confidentiality

Time management

CRM systems

Case management systems

Microsoft Office

Tools

CRM systems

Case management systems

Microsoft Office

Job description

Join Morris as a Customer Resolution Officer and play a key role in assisting customer enquiries, complaints and service-related matters. Based in Geelong, you’ll combine your energetic and enthusiastic personality with strong customer service in a supportive, team-focused environment.

We are looking for an energetic, reliable and enthusiastic person to join our team at Morris. The Customer Resolution Officer is responsible for assisting with the timely, professional, fair, and commercially astute management of complex customer enquiries with a focus upon complaints and the resolution of these.

Working in a modern office environment, the new starter will bring their passion for listening to and understanding customer concerns, investigating matters by reviewing relevant information, communicating with customers and internal stakeholders, and working towards appropriate resolutions in accordance with established policies and procedures. Detailed on-the-job training, a very positive team environment, and an opportunity to work for a local business that is actively and proudly involved in our community.

The successful candidate will be responsible for the following tasks:

• Respond to and assist with complex customer enquiries, complaints and service-related matters in a professional, courteous and timely manner and within the framework of Morris’s Internal Dispute Resolution policy.
• Listen to customers and seek to understand the nature of their concerns, ensuring matters are appropriately recorded and progressed.
• Investigate customer complaints by reviewing relevant account information, correspondence, system notes, call records and other available documentation.
• Work with relevant internal teams to obtain information and assist in determining appropriate responses and resolutions, which will include the co-ordination of information gathering across internal departments and external stakeholders to support effective investigation and resolution of customer complaints and disputes.
• Prepare professional written responses, complaint acknowledgments, investigation summaries, customer correspondence and supporting documentation for review and approval where required.
• Resolve customer complaints within established policies, procedures and delegated authority, and where appropriate, elevate more complex or sensitive matters to the Head of Lending Operations, General Manager – Compliance & Risk or other appropriate team members.
• Ensure all relevant internal systems, databases, file records, and checklists are always current and accurate, via own and teams’ actions.
• Assist with the management of AFCA complaints and external dispute resolution matters, including reviewing complaint submissions, gathering evidence, preparing supporting documentation, coordinating stakeholder responses, monitoring due dates and maintaining complete case records.
• Ensure customer complaints, enquiries, actions and outcomes are accurately recorded in relevant systems and complaint registers.
• Monitor complaint, IDR and AFCA timeframes, maintain awareness of key deadlines and escalation requirements and promptly escalation any risk of missed timeframes or incomplete responses.

What we’re looking for:

• Proactive.
• Customer-focused with a positive and helpful approach.
• Good verbal and written communication skills.
• High attention to detail.
• Strong listening and interpersonal skills.
• Ability to follow established policies and procedures.
• Effective time management.
• High level of integrity and confidentiality.
• Demonstrated understanding of complaint handling, conflict resolution, customer service and dispute resolution principles.
• High computer literacy and confidence learning new systems.

What we offer

At Morris, we are proud of our position within the financial services industry and particularly within the Werribee, Geelong and Surf Coast regions of Victoria. As such, we are committed to providing our employees with a rewarding and fulfilling work environment that incorporates various wellbeing benefits. You’ll also enjoy a competitive salary, ongoing training, professional development opportunities, and opportunities to participate in our various community initiatives.