Customer Resolutions Specialist

Support; Melbourne; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program

Home loan rebates

Bonus & equity grants

Generous leave & parental policies

Melbourne CBD office access

Job summary

Ferocia is seeking a Customer Resolutions Specialist to navigate complex customer issues and complaints with empathy and practical judgement. You will work under senior specialists to develop skills in resolving high-stakes inquiries and contribute to improving complaint handling processes.

The role focuses on hands-on problem-solving, root-cause analysis, and collaboration with cross-functional teams to deliver fair outcomes.

Qualifications

• Excellent verbal and written communication skills, especially in high-stakes conversations.
• Ability to juggle competing priorities with a sharp eye for detail.
• Strong problem-solving skills and ability to investigate and analyse complex issues.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone, ensuring timely resolutions.
• Ensure compliance with internal quality standards and RG271 regulations.
• Provide guidance and support to the broader Support team on complaint handling.
• Identify root causes of complaints to drive continuous improvement.
• De-escalate challenging conversations with patience and empathy.
• Balance customer needs with commercial and regulatory requirements.
• Maintain clear and accurate complaint records of investigations, actions and outcomes.
• Collaborate with Risk, Continuous Improvement, and Customer Experience teams to solve problems.

Skills

Problem solving

High-stakes communication

Attention to detail

Independent work

Team collaboration

Investigative skills

Curiosity

Questioning & ideas

Job description

Customer Resolutions Specialist

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.

Sound like something you’d like to be part of? We’d love to hear from you.

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.

If you’re someone who likes solving problems, improving things, and helping customers when they need it most, we’d love to hear from you.

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.

Salary range

The estimated salary range for this role is $75,000 to $85,000, exclusive of superannuation.

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).

Unsure if you tick every box? Throw your hat in the ring anyway. We value different experiences and perspectives, so we encourage you to apply even if you don’t meet every requirement. You might be just who we’re looking for.