Complaints Resolution Specialist

It’s an exciting time to join our organisation! On 1 March 2023, two of Australia’s most successful member-owned banking organisations merged, to form Heritage and People’s Choice - Australia’s leading mutual banking organisation and a genuine, member-owned alternative to the major banks. We exist to create a better future for our members and the communities in which they live. 

We are 100% member owned, with approximately 720,000 members and 1,900 employees.  We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice. 

When you come to work at Heritage and People’s Choice, you’ll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

We have an exciting opportunity to join the Member Advocacy team as a Complaints Resolution Specialist. This role is pivotal in driving a member centricity culture by putting our Members at the Heart of every decision, every day for everyone. 
 

About the role

The Complaints Resolution Specialist is an autonomous role responsible for the end-to-end management of customer complaints (IDR and EDR) cases, providing a superior customer experience and a fair resolution for Heritage and People’s Choice Ltd (including its third-party providers) and its members.

What you’ll be doing: 

• Effectively and efficiently manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with HPC policies, principles, procedures and regulatory obligations,
• Investigate and manage complaints in a fair, transparent and timely manner as defined by ASIC RG271 and AFCA,
• Negotiate mutually agreeable outcomes while providing an exceptional member experience every time,
• Manage, investigate and prepare responses and documentation relating to complaints and disputes for internal and external stakeholder,
• Liaise directly with External Dispute Resolution Scheme (AFCA) as required
• Identify and recommend continuous improvement opportunities in relation to policies, procedures and servicing initiatives,com
• Proactively promote the 'Complaints are a Gift' framework with internal stakeholders across the organisation.

Here's what you can do for us

We are looking for a team member who is driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people.

Required Knowledge & Experience

• Consistently demonstrate knowledge and application of current industry best practice for dispute resolution and a strong working knowledge of RG271.
• Deep understanding of Complaints Management in Financial Services including the current regulatory framework relating to retail financial advice with a strong understanding of the Corporations Act 2001, ASIC Regulatory Guide 271, ASIC’s Design and Distribution Obligations regime, AFCA and the Customer Owned Banking Code of Practice.
• Exceptional advanced conflict resolution and negotiation skills, with an ability to think and act quickly to make positive decisions that ensure mutually beneficial outcomes for Heritage and People’s Choice Ltd and its members.
• Excellent communication (both verbal and written), stakeholder management and relationship-building skills.
• Results orientated/achievement mindset who thrives on new challenges.
• Demonstrates strong values and ethics, and is a strategic problem solver who is able to role model a member and solutions focused mindset to the team and stakeholders.
• Strong organisational skills, the capacity to manage competing demands and meet often short deadlines.
• Minimum of three years’ experience in complaints management under the RG271 regulatory framework.
• Previous experience in handling EDR/AFCA complaints is desirable.

Benefits of working for us   

We believe the little extras can make a big difference in supporting your success. That’s why we offer great incentives and benefits including:  

• Paid parental leave and special leave provisions. 
• Flexibility and hybrid working arrangements. 
• Employee banking benefits and discounted insurances. 
• Work from anywhere philosophy with the flexibility to work from home or in the office. 
• Career development opportunities, and ongoing training, coaching and support. 
• A dedicated Employee Assistance Program for you and your family to access in times of need. 
• Paid volunteering days and access to a diverse range of community and charitable initiatives. 
   

If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then apply now. Applications close 8am Friday 15 March 2024.

If you have any questions or would like to discuss anything in more detail, please contact the Talent Acquisition Team at **************@heritage.com.au 

We are committed to diversity and inclusion and support candidate requests for adjustment to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.