Customer Resolutions Specialist

Ferocia Pty Ltd; Melbourne; Hybrid; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Generous leave

Parental policies

Flexible work

CBD office

Personal development budget

Employee Assistance Program

Home loan rebates

Bonus and equity grants

Job summary

Ferocia Pty Ltd in Melbourne is seeking a Customer Resolutions Specialist to expertly handle escalated customer complaints across chat, email and phone. You will work with Senior Specialists and the Support Escalation Manager to improve complaint handling and build confidence in tough conversations.

The role focuses on learning to investigate, decide and communicate resolutions while contributing to process improvements and better customer experiences.

Qualifications

• Empathy and strong people skills to navigate sensitive conversations.
• Clear verbal and written communication for high-stakes interactions.
• Proven problem-solving ability to resolve complex customer issues.
• Ability to manage competing priorities and stay organized.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone to ensure timely resolutions.
• Ensure compliance with internal standards and RG271 complaint regulations.
• Provide guidance and support to the broader Support team on complaint handling.
• Identify root causes of complaints and promote continuous improvement.
• De-escalate challenging conversations with patience and calmness.
• Balance customer needs with commercial and regulatory requirements in decision making.
• Maintain clear, accurate records of investigations, actions and outcomes.
• Collaborate with teams across the business to solve problems and improve experiences.

Skills

Empathy

Verbal communication

Written communication

Problem solving

Attention to detail

Job description

About Ferocia

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

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

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.

• 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).

Compensation Range: A$75K - A$85K