Hybrid Customer Service & Resolution Specialist

AFCA; Sydney; Hybrid; AUD 52,000 - 76,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

LGBTQ+ accreditation

Job summary

AFCA is seeking Customer Service Officers to join on a permanent, ongoing basis. The role focuses on delivering exceptional phone-based service to consumers, complainants and AFCA members, guiding them through AFCA processes.

Hybrid working arrangements are available with full-time attendance in the office for a 5-week onboarding. Successful candidates will bring strong communication, empathy and conflict-resolution skills from a banking/financial services context.

Qualifications

• Experience in a structured, phone-based customer service environment.
• Experience in banking/financial services, superannuation, insurance, or similar high-volume contact environment is preferred.
• Strong verbal and written communication, calm and empathetic handling of difficult interactions.

Responsibilities

• Deliver exceptional phone-based customer service to consumers, complainants, representatives and AFCA members.
• Interact directly with complainants to understand issues, provide accurate information and guide them through AFCA processes.
• Balance calls, chats and administrative tasks in a fast-paced environment.

Skills

Phone-based support

Customer service

Conflict resolution

Communication skills

Empathy

Tools

CRM systems

Chat platforms

Job description

AFCA is seeking Customer Service Officers to join on a permanent, ongoing basis. The role focuses on delivering exceptional phone-based service to consumers, complainants and AFCA members, guiding them through AFCA processes.

Hybrid working arrangements are available with full-time attendance in the office for a 5-week onboarding. Successful candidates will bring strong communication, empathy and conflict-resolution skills from a banking/financial services context.