Customer Resolution Specialist – Complaints & IDR

Morris Finance; Geelong; On-site; AUD 60,000 - 75,000; Full time

Job summary

Morris in Geelong is seeking a motivated Customer Resolution Officer to manage complex customer enquiries, complaints, and service matters with care and accuracy in line with our Internal Dispute Resolution policy.

You will investigate by reviewing account information, coordinating with internal teams, and preparing professional responses while maintaining records and respecting confidentiality.

Qualifications

• Experience handling complex customer enquiries and complaints.
• Ability to document and record customer interactions accurately.
• Familiarity with dispute resolution principles and policies.

Responsibilities

• Respond to and assist with complex customer enquiries and complaints in a professional, timely manner.
• Investigate customer complaints by reviewing relevant information and records.
• Coordinate information gathering across internal departments and external stakeholders.
• Prepare written responses and supporting documentation for review.
• Ensure all systems and records are current and accurate.
• Assist with AFCA complaints and external dispute resolution matters.

Skills

Customer service

Complaint handling

Investigation

Written communication

Time management

Interpersonal skills

Tools

CRM system

AFCA process software

Internal systems

Job description

Morris in Geelong is seeking a motivated Customer Resolution Officer to manage complex customer enquiries, complaints, and service matters with care and accuracy in line with our Internal Dispute Resolution policy.

You will investigate by reviewing account information, coordinating with internal teams, and preparing professional responses while maintaining records and respecting confidentiality.