Complaints Analyst x 4
All vacancies of Australia • Banking & Financial Services • Complaints Analyst x 4
Financial Services client has various roles around recognising and actioning customer complaints.
Summary about this job
Financial Planning
Company: Profusion Group Pty Ltd
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-7308-3611
Fax: +61-2-8844-2162
E-mail: n\a
Site: n\a
Detail information about job Complaints Analyst x 4. Terms and conditions vacancy
Company OverviewThis Australian Financial Services Group has a large, well established Advice arm that is going through considerable change; some of it as a result of retrospective issues and some due to exciting growth and a change in direction.
Role(s) overview
There are several new opportunities available on both a permanent and contract basis due to a major focus on customer engagement. The roles are predominantly about recognising and actioning customer complaints as well as working with the team on process improvement and key stakeholder engagement.
Specifically:
- Correctly identifying client feedback as a ‘complaint’, recording complaints and file noting all actions which take place in the management of complaints.
- Partnering with advisers to achieve fair and equitable resolutions to client complaints; managing relationships with internal and external stakeholders, and responding to complaints in writing, where required.
- Identifying issues or causes of complaints and suggesting solutions to remediate those issues.
- Provide input into the build and maintenance of a robust and compliant complaints management framework as part of a broader monitoring and supervision framework for planners
- Demonstrated empathy with clients in problem resolution, by putting them at the centre of everything you do
To be successful in this role you will need to display the following:
- Solid experience in financial advice either in complaints, remediation, compliance, paraplanning, advice, client services etc
- Solid understanding of the legal, compliance and regulatory frameworks in the Financial Services industry, particularly those related to dispute resolution
- Understanding of the financial services industry and the financial planning process
- Diploma of Financial Services (DFS), PS146 or other Tertiary qualifications relevant to the field of financial planning and advice (desirable).
- Business acumen with the ability to understand internal and external business drivers and commerciality in decision-making
- Proven analytical and problem solving skills to identify key issues and cause-effect relationships
- Excellent verbal and written communication skills to clearly articulate complex information across a wide audience
- Strong interpersonal skills with the ability to build and manage positive relationships with internal and external stakeholders
- Demonstrated ability to influence stakeholders to achieve fair and equitable outcomes
- Demonstrated ability to juggle competing priorities in a high-pressure environment
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