Customer Resolutions Specialist

Ferocia; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Generous leave policies

Parental leave policies

Flexible work options

CBD office with rooftop gym

Job summary

Ferocia is seeking a Customer Resolutions Specialist in Naarm/Melbourne to help customers navigate complex issues, manage escalations, and drive improvements in complaint handling. You will work with Senior specialists and the Support Escalation Manager to learn decision-making and handle high-impact cases with empathy.

This role combines hands-on problem-solving with proactive process improvement, offering coaching, feedback, and opportunities to grow your career in customer resolutions.

Qualifications

• Excellent verbal and written communication skills, especially in high stakes conversations.
• Ability to stay composed under pressure while delivering fair outcomes.
• Strong problem-solving and analytical abilities for complex issues.
• Good prioritisation to juggle multiple tasks and sensitivities.
• Empathy and genuine care in resolving customer issues.
• Willingness to learn, grow, and take feedback for improvement.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone, ensuring customers feel heard and receive timely resolutions.
• Ensure compliance with internal standards and regulatory requirements governing complaint handling (RG271).
• Provide guidance to the broader Support team on complaint handling practices.
• Identify root causes of complaints and drive continuous improvement opportunities.
• De-escalate challenging conversations with patience and calmness, balancing customer needs with business requirements.
• Maintain accurate complaint records, investigations, actions, and outcomes.
• Collaborate with cross-functional teams to solve problems and improve outcomes for customers.

Skills

Problem solving

Communication

Resilience

Prioritisation

Autonomy

Team collaboration

Curiosity

Empathy

Job description

About Ferocia

Ferocia is a team of more than 300 people building better financial experiences for Australians.

As the digital division of Bendigo Bank, our work spans Up, a digital bank; Connect, the platform powering Bendigo Bank’s web and mobile banking; and tools that make managing money simpler and help protect people from scams and fraud.

Our shared purpose: helping people feel more confident and in control of their money.

The Gig

As a Customer Resolutions Specialist , you’ll help customers navigate complex issues, complaints, handle internal escalations with empathy, care, and a practical mindset. You’ll be someone who can step into a challenging situation, understand what’s really going on, and help find a fair outcome.

You’ll work closely with our Senior Customer Resolution Specialists and the Support Escalation Manager to build your skills in handling complaints, making decisions, and managing sensitive conversations. This is a role where you’ll continue to learn, get coaching and feedback, and grow your confidence in dealing with higher-impact customer issues.

This role combines hands‑on customer problem‑solving with proactive process improvement and trend analysis. You’ll look for patterns, share what you’re seeing from Upsiders, and help us improve our processes and experiences over time.

This is a great opportunity for someone who wants to grow their career in customer resolutions, build experience with complex complaints, and make a real difference.

What you’ll be doing:

• Manage escalated customer complaints across chat (TTU), email, and phone, making sure Upsiders feel heard by providing timely resolutions

• Ensure we’re meeting our internal quality standards for complaint handling as well as being compliant with regulations governing complaint management (RG271)

• Provide guidance and support to the broader Support team on all things complaint handling

• Identify and investigate the root cause of customer complaints to radiate continuous improvement opportunities

• Help de‑escalate challenging conversations with patience, empathy, and a calm approach

• Use sound judgement to balance customer needs, commercial considerations, and regulatory requirements

• Keep clear and accurate complaint records, including investigations, actions, and outcomes

• Work with teams across the business, including Customer Resolution, Risk, Continuous Improvement, Customer Experience to solve problems and create better outcomes

What we’re looking for

Someone who:

• Enjoys helping people, solving problems, and navigating situations that aren’t always black and white.

• Stays composed under pressure and genuinely cares about finding the right outcome for the customer.

• Has excellent verbal and written communication skills, especially in high stakes conversations

• Juggles competing priorities seamlessly while maintaining a sharp eye for detail.

• Works comfortably on their own, while staying closely connected and collaborative with the broader team.

• Has strong problem‑solving skills and ability to investigate and analyse complex issues

• Speaks up with confidence, whether asking clarifying questions or pitching ideas to improve how things run.

• Brings natural curiosity and an ongoing appetite to learn and grow

Working at Ferocia

We work flexibly, with genuine autonomy over where and when you do your best work. Ferocians can use our Melbourne CBD office as much or as little as makes sense for them.

We also value spending time together face to face, with teams making time to meet in person when it matters. That’s why we’re currently only hiring people based in Naarm/Melbourne and surrounding areas.

Here’s some of what you can expect:

• Smart, passionate people who care about what they make.

• Generous leave and parental policies.

• Flexibility and genuine autonomy over your time.

• A great CBD office with a rooftop, gym and personal trainer.

• A budget for personal development, training and conferences.

• An Employee Assistance Program.

• Home loan rebates (conditions apply).

• Ongoing bonus and equity grants (conditions apply).