Job Description
Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with CFS policies, principles, procedures and regulatory obligations;
Demonstrate consistent application of standards of care to each complainant and ensure vulnerable members have their concerns prioritised and managed appropriately;
Provide specialist guidance to internal stakeholders on relevant aspects of the complaint-management process;
Demonstrate knowledge and application of current industry best practice for dispute resolution consistently and a strong working knowledge of RG271;
Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to influence outcomes;
Engage with the wider Member Advocacy function to understand current complaints trends insights and systemic issues identified;
Maintain up to date knowledge of CFS member products and services as well as industry regulation and legislation changes and trends;
Participate actively in team meetings and contribute improvement ideas and processes to refine the complaints process and member experience;
Escalate emerging risks and issues to the Director, Complaints Resolution in a timely manner;
Effectively partner with risk and legal to proactively manage complaint related regulatory and operational risk;
Your capability and experience:
Relevant experience in complaints management, including dealing with challenging customers, negotiation and resolving issues, and writing IDR responses within financial services industry.
Knowledge and understanding of the regulatory requirements for complaint resolutions.
Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders.
High degree of empathy and experience in resolving difficult and complex customer complaints.
Excellent critical judgement and analytical skills to underpin decision-making.
Demonstrated capacity to work in highly pressured & volatile environments.
Experience in the superannuation and investment industry highly regarded.
Experience working with and knowledge of AFCA processes.
RG146 or another superannuation certification is preferred.
What to Expect
At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:
Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
Access to 24/7 confidential support covering safety, medical and mental health services
Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
Exclusive discounts on retail, travel and entertainment
Additional leave day to celebrate your birthday
Demonstrate consistent application of standards of care to each complainant and ensure vulnerable members have their concerns prioritised and managed appropriately;
Provide specialist guidance to internal stakeholders on relevant aspects of the complaint-management process;
Demonstrate knowledge and application of current industry best practice for dispute resolution consistently and a strong working knowledge of RG271;
Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to influence outcomes;
Engage with the wider Member Advocacy function to understand current complaints trends insights and systemic issues identified;
Maintain up to date knowledge of CFS member products and services as well as industry regulation and legislation changes and trends;
Participate actively in team meetings and contribute improvement ideas and processes to refine the complaints process and member experience;
Escalate emerging risks and issues to the Director, Complaints Resolution in a timely manner;
Effectively partner with risk and legal to proactively manage complaint related regulatory and operational risk;
Your capability and experience:
Relevant experience in complaints management, including dealing with challenging customers, negotiation and resolving issues, and writing IDR responses within financial services industry.
Knowledge and understanding of the regulatory requirements for complaint resolutions.
Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders.
High degree of empathy and experience in resolving difficult and complex customer complaints.
Excellent critical judgement and analytical skills to underpin decision-making.
Demonstrated capacity to work in highly pressured & volatile environments.
Experience in the superannuation and investment industry highly regarded.
Experience working with and knowledge of AFCA processes.
RG146 or another superannuation certification is preferred.
What to Expect
At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:
Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
Access to 24/7 confidential support covering safety, medical and mental health services
Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
Exclusive discounts on retail, travel and entertainment
Additional leave day to celebrate your birthday
💡 Quick Summary
Seeking a career-building opportunity? The Complaint Resolution Manager position is now open for candidates interested in the Admin Executive sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Admin Executive is a plus.
