Customer Resolution Specialist
This role plays a pivotal part in safeguarding customer outcomes and mitigating compliance risk. As a Senior Case Manager, you will oversee complex customer cases related to financial hardship, escalated complaints, and insolvency.
Key Responsibilities:
* Case Management & Dispute Resolution
o Manage financial hardship applications end-to-end according to regulatory guidelines and internal policies
o Resolve escalated complaints without legal or executive intervention
o Liaise with IDR teams for critical customer matters
o Respond to and manage credit reporting disputes
* Insolvency & Bankruptcy
o Administer bankruptcy matters from notification to resolution
o Liaise with trustees, administrators, and regulatory bodies
o Maintain accurate records and ensure compliance with relevant legislation and internal policies
* Compliance & Quality
o Conduct quality assurance reviews on compliance and case handling
o Provide coaching and feedback to reduce future risk and build capability within the team
* Continuous Improvement
o Identify recurring issues, trends, or systemic risks based on case insights
o Partner with stakeholders to drive process or policy changes
* Stakeholder Engagement
o Collaborate with internal stakeholders and external contacts to support fair outcomes
o Prepare case summaries and documentation for internal reporting or external submissions
* General
o Adhere to all workplace health and safety policies ensuring the safety of yourself and others
o Display innovation through inspiring, creating, and improving processes and products
o Show integrity in all aspects of the position by doing the right thing
Essential Skills & Qualifications:
* Demonstrated experience in financial services, complaints resolution, or hardship case management
* In-depth knowledge of relevant legislation, regulations, and industry standards
* Prior experience working with insolvency practitioners or external dispute resolution bodies is highly regarded
* Strong written and verbal communication skills
* High emotional intelligence with the ability to remain calm and empathetic in challenging situations
* Excellent organisational skills and ability to manage competing priorities under pressure
* Sound judgement, discretion, and an ability to escalate appropriately