Customer Resolution Consultant

Job description

As a Customer Resolution Consultant you are responsible for dispute resolution, complaints management and proactive customer engagement to resolve issues and to reinforce the value of the customers relationship within the business. This role is for someone who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved. You will work independently on individual cases but also in collaboration within the wider business. You will be required to manage multiple tasks simultaneously while maintaining excellent service, in difficult circumstances. Core Responsibilities; Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints. Actively analyse disputes, ensuring sufficient information has been provided to fully understand the disputes. The Customer Resolution Consultant acts independently and exercises a high degree of discretion and independent judgement to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Angle Auto’s interests in mind. Listen and interpret customer concerns and feedback, and understand their desired outcomes. Adherence to relevant regulatory framework and policy. Input all data into systems, send out templates and follow up on further information, if required. Engage with Quality Assurance and Risk function to raise issues and promote improvements. Work closely with colleagues in identifying emerging trends, themes and general issues. Contribute to our customer service experience through innovation, productivity and efficiency to drive a customer focused culture to improve the customer experience. Qualifications & Experience; Tertiary qualification in Legal, Business or similar is beneficial, but not essential. Previous experience working in Financial Services is desirable. Proven experience in a similar role in. Analytical mindset and high level of attention to detail. Ability to prioritise work and manage own portfolio. Strong knowledge of Regulatory guidelines including RG 271. Employee Benefits We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites. B irthday leave: Enjoy a day off on your birthday, because you deserve it. Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first. Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about. $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup. Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us. Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back. Paid parental leave: Be there for life’s most important moments with time to support your growing family. SPARK: The employee benefits program that gives you everything from discounts to wellbeing support. Purchased annual leave: Gain extra flexibility by purchasing additional leave. Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values. We'd love to hear from you Select the 'Apply' button above to send your resume through to the Talent Acquisition team. Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.