" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eCustomer Resolutions Officer\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"15337\"\u003e Banking \u0026amp; Finance \u003c/li\u003e \u003cli data-id=\"15338\"\u003e Client Services \u003c/li\u003e \u003cli data-id=\"15339\"\u003e Melbourne \u003c/li\u003e \u003cli data-id=\"15340\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 13/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eInvestigate, resolve, and make a real difference for customers.\u003c/li\u003e \u003cli\u003eComplex cases, real impact, and a clear path in compliance.\u003c/li\u003e \u003cli\u003eJoin a specialist team where your decisions genuinely matter.\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eResolve complaints. Deliver fair outcomes.\u003c/strong\u003e\u003cbr\u003e \u0026nbsp;\u003cbr\u003e Our client, a growing financial services business, is looking for a Customer Resolution Officer to manage complex customer complaints through their Internal Dispute Resolution (IDR) process. You\u0027ll investigate, make sound decisions and make sure every outcome is fair and compliant.\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eWhat you\u0027ll do\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eManage complex complaints from intake through to resolution\u003c/li\u003e \u003cli\u003eInvestigate using internal systems, documents and input from across the business\u003c/li\u003e \u003cli\u003eDecide on fair outcomes and write clear responses to customers\u003c/li\u003e \u003cli\u003eSupport AFCA-escalated matters, including submissions and conciliation\u003c/li\u003e \u003cli\u003eKeep complaints compliant with ASIC RG 271, the NCCP Act and relevant codes\u003c/li\u003e \u003cli\u003eMaintain the Complaints Register and report on trends and systemic issues\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eAbout you\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eExperience managing complex complaints or disputes in Australian financial services\u003c/li\u003e \u003cli\u003eStrong knowledge of RG 271, NCCP responsible lending and hardship obligations, and AFCA approach documents\u003c/li\u003e \u003cli\u003eExcellent written communication and attention to detail\u003c/li\u003e \u003cli\u003eAbility to manage a high-volume caseload against strict regulatory timeframes\u003c/li\u003e \u003cli\u003eStrong investigative, negotiation and decision-making skills\u003c/li\u003e \u003c/ul\u003e \u003cem\u003eDesirable:\u003c/em\u003e experience responding to AFCA-escalated complaints\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eTo apply\u003c/strong\u003e, click Apply and submit your resume. For a confidential conversation, contact Nicole Gerrrad at 0401426084 \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"4478106\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "