Complaints Analyst x 4

Summary about this job

Detail information about job Complaints Analyst x 4. Terms and conditions vacancy

Company Overview 

This 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

Skills & Experience

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

If you are interested in this role please Apply below