We are seeking a Customer Resolution Officer to join our team. This role is responsible for managing complex customer cases across financial hardship, escalated complaints, and insolvency.
Responsibilities
* Manage all financial hardship applications end-to-end in line with the National Consumer Credit Code (NCCP) and internal policies.
* Resolve escalated complaints not requiring legal or executive intervention, acting as a specialist escalation point for team leaders and frontline staff.
* Liaise with the Internal Dispute Resolution (IDR) team to address critical customer matters, ensuring timely, compliant outcomes.
* Respond to and manage credit reporting disputes, ensuring adherence to Comprehensive Credit Reporting (CCR), the Privacy Act, and relevant obligations.
* Administer bankruptcy matters (including Part IX and Part X Debt Agreements) from notification through to resolution.
* Liaise with trustees, administrators, and regulatory bodies as required.
* Maintain accurate records and ensure all actions comply with the Bankruptcy Act and internal policies.
* Conduct quality assurance reviews related to compliance and case handling, supporting a culture of accountability and continuous improvement.
* Provide coaching and feedback where appropriate to reduce future risk and build capability within the broader team.
* Identify recurring issues, trends, or systemic risks based on case insights and partner with stakeholders to drive process or policy changes.
* Assist with root cause analysis and participate in initiatives aimed at improving customer experience, operational efficiency, and regulatory alignment.
* Collaborate with internal stakeholders (e.g. Legal, Customer Care, Contact Centres) and external contacts (e.g. administrators, legal representatives) to support fair outcomes.
* Prepare case summaries and documentation for internal reporting or external submissions when required.
Key Position Criteria
* Demonstrated experience in financial services, complaints resolution, or hardship case management.
* In-depth knowledge of NCCP, Privacy Act, Bankruptcy Act, and other relevant legislation.
* Prior experience working with insolvency practitioners or external dispute resolution bodies is highly regarded.
* Strong written and verbal communication—able to explain complex or sensitive information clearly and respectfully.
* High emotional intelligence with the ability to remain calm, empathetic, and solutions-focused in challenging situations.
* Excellent organisational skills and ability to manage competing priorities under pressure.
* Sound judgement, discretion, and an ability to escalate appropriately.
We believe in creating memorable experiences for our customers and fostering a positive and inclusive work environment for our associates. If you share these values and are passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.