Customer Resolutions Officer

Nissan Motor Corporation; Melbourne; Hybrid; AUD 88,000 - 108,000; Full time

Benefits offered by this job

Hybrid working arrangement

Vehicle lease options

Job summary

Nissan Financial Services in Mulgrave is seeking a Customer Resolution Officer to guide disputes from start to finish, ensuring fair outcomes for customers and the business.

You will build specialist expertise in complaints handling, regulatory compliance and negotiation within financial services, with a hybrid working arrangement including two days at home each week.

Qualifications

• Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.
• A working understanding of RG 271 and the regulatory environment for credit.
• Excellent written and verbal communication, with strong negotiation and problem-solving skills.

Responsibilities

• Own disputes from start to finish, from initial complaint through to final decision.
• Resolve matters in line with AFCA and IFSO requirements and relevant regulations, including RG 271.
• Prepare clear documentation such as final decision letters, settlement terms and AFCA or IFSO submissions.
• Partner with internal teams and external bodies to bring matters to a fair and timely outcome.
• Deliver service excellence by meeting and exceeding regulatory timeframes.
• Strengthen our processes by identifying improvements that make complaints handling more efficient.

Skills

Dispute resolution

Complaints management

Customer service

Regulatory compliance

Negotiation

RG 271 knowledge

Job description

Customer Resolution Officer | Nissan Financial Services

$98,000 incl. super | Mulgrave (Hybrid)

YOUR OPPORTUNITY

This is your opportunity to step into a role where fairness, judgement and great communication come together.

MAKE YOUR NEXT MOVE COUNT.

Customer Resolution Officer | Nissan Financial Services

$98,000 incl. super | Mulgrave (Hybrid)

YOUR OPPORTUNITY

This is your opportunity to step into a role where fairness, judgement and great communication come together.

Joining our Financial Support and Customer Resolution team, you’ll work with customers to understand what has gone wrong, find the root cause and develop a resolution that is fair for everyone. You’ll manage matters from simple to complex and build strong relationships with customers, internal teams and external bodies such as AFCA and IFSO.

This is a role for someone who stays calm in sensitive conversations, enjoys problem-solving and wants to build specialist complaints and regulatory experience in financial services.

Why you’ll love working with us

At Nissan, great people are at the heart of our business. We want you to do great work, enjoy the people you work with and have opportunities to keep growing.

Be rewarded |

Enjoy a salary of $98,000 ($87,500 base + Super), along with access to employee vehicle lease options.

Build specialist expertise |

Develop your skills in complaints management, regulatory compliance and negotiation within financial services.

Work with good people |

Collaborate with colleagues across Collections, the Customer Experience Centre, Retail and Commercial Credit and Compliance.

Enjoy flexibility |

Benefit from a hybrid working arrangement, including two days working from home each week.

Make an impact |

Your decisions directly shape fair outcomes for customers and the way they experience Nissan Financial Services.

What You’ll Make Happen

This isn’t about processing complaints. It’s about getting to the right outcome for the customer and the business.

• Own disputes from start to finish, from initial complaint through to final decision.


• Resolve matters in line with AFCA and IFSO requirements and relevant regulations, including RG 271.


• Prepare clear documentation such as final decision letters, settlement terms and AFCA or IFSO submissions.


• Partner with internal teams and external bodies to bring matters to a fair and timely outcome.


• Deliver service excellence by meeting and exceeding regulatory timeframes.


• Strengthen our processes by identifying improvements that make complaints handling more efficient.

What You’ll Bring

We’re looking for someone who can handle sensitive situations with tact and make confident, well-reasoned decisions.

You’ll be set up for success if you have:

• Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.


• A working understanding of RG 271 and the regulatory environment for credit.


• Excellent written and verbal communication, with strong negotiation and problem-solving skills.


• A sharp eye for detail and the ability to manage competing priorities and deadlines.


• Confidence working independently and under pressure.


• Strong computer skills and confidence across multiple systems.

Build more than your next role

At Nissan Financial Services, you’ll be part of a business focused on creating fair, positive outcomes for customers.

You’ll build valuable financial services experience, work alongside people who want to see you succeed and develop skills that can take your career further.

READY TO MAKE YOUR MOVE?

At Nissan Financial Services, diversity and inclusion are fundamental to who we are. We welcome applications from people of all backgrounds and experiences and are committed to creating an environment where everyone feels valued, respected and empowered to succeed.

COME FOR THE OPPORTUNITY. BUILD A CAREER WITH US. DARE BEYOND