Customer Resolution Specialist – Banking Support & Compliance

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

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.