Customer Resolution Specialist

AMP; Melbourne; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Analytical thinking

Team player

Root-cause analysis

Stakeholder management

Excel

Word

Descripción del empleo

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

The Customer Resolution Specialist is responsible for helping the Client Servicing teams to continuously improve the quality of our customers' experiences. This is done by partnering with our colleagues to actively respond to customer complaints and disputes, using the feedback to turn negative customer experiences into positive ones and advocate for our customers to fix pain points and improve their experience.

In this role, you will:

• Effectively manage, investigate, and respond to Internal Dispute Resolution (IDR) complaints within regulatory timeframes by providing exceptional customer service which exceeds the expectations of AMP North's clients
• To provide feedback and/or training to various departments to ensure customer's feedback is considered by the relevant department and to minimise any negative impact to the AMP Group
• Provide regular updates to the North team on complaints and outcomes
• Ensure complaints/disputes are resolved within the agreed service and quality standards. Typically, this will involve detailed investigation of the issues, including liaison with other business units within North and the writing of an appropriate, timely and accurate response
• Provide effective root causes analysis of complaint drivers and provide feedback with recommendations to Manager where appropriate
• Ensure all compliance obligations are met and all delegations adhered to
• Be an active team member for the development and ongoing improvement Of case management standards, quality assurance and the level of service delivered to stakeholders
• Deliver recommendations to internal stakeholders for any improvements to systems, processes or products that have been identified during the investigation of complaints 'disputes
• Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints /disputes
• Undertake any other tasks or project participation assigned by the team manager to assist the business if required

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Strong Customer service focus and people engagement capability
• Using analytical thinking to understand the needs and issues of the client, whilst reviewing the underlying internal processes which are relevant to the customer's issue
• A team player, Who works effectively With team members to accomplish goals
• Demonstrated experience in development and execution of action plans based on understanding of root cause issues and customer insights
• Demonstrated success in building relationships and negotiating with key stakeholders.
• Intermediate Excel and Word skill

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.