Address
Form of work The opportunity
The Customer Resolution Specialist is responsible for helping the Client Servicing teams to continuously improve the quality of our customers’ experiences.
This is done by partnering with our colleagues to actively respond to customer complaints and disputes, using the feedback to turn negative customer experiences into positive ones and advocate for our customers to fix pain points and improve their experience.
Whilst you will work closely with your team, you will be trusted to deliver your work and, along with your leader, you are empowered to decide how and when work is done. AMP’s offices offer excellent facilities and we are encouraged to work from the office with our colleagues 8 days per month.
How you will make an impact:
Effectively manage, investigate, and respond to Internal Dispute Resolution (IDR) complaints within regulatory timeframes
Provide effective root causes analysis of complaint drivers and provide feedback with recommendations to Manager where appropriate
Be an active team member for the development and ongoing improvement of case management standards, quality assurance and the level of service delivered to stakeholders
Deliver recommendations to internal stakeholders for any improvements to systems, processes or products that have been identified during the investigation of complaints/disputes
Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints/disputes
Undertake any other tasks or project participation assigned by the team manager to assist the business if required
What you will bring to the role:
Understanding of platforms, complaints handling process and relevant legislation (preferred)
Intermediate Excel and Word skills are a requirement of this role
Ability to build rapport and establish relationships with internal and external stakeholder including advisers and customers
Strong problem-solving and analytical skills and ability probe to fully understand issues
Focus on achieving a positive outcome for the customer even under challenging circumstances
Demonstrate learning agility to quickly adapt and keep up to date with new information
Ability to work unsupervised and show initiative in a high-pressure environment and manage conflicting priorities
Strong customer service focus and business integrity
Is this your dream job?
...then apply today! We review applications as soon as we receive them and if we find our perfect candidate, we may close the role earlier than the advertised close date.
Working for AMP
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.
“AMP -The investor in all of us” The investor in all of us - AMP
Wellbeing & Benefits
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:
We-Flex: Choose how, when and where you work.
CHAPM Program: Access for you and your family to 24/7 wellbeing and counselling support.
Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
LinkedIn Learning: and other Learning@AMP programs to grow your career.
Volunteering: opportunities through our AMP Foundation.
Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.
Inclusion & Diversity
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.
At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan here .
Let us know when you apply what we can do to help you show up at your best during our selection process.
Message to recruitment agencies
Please do not send unsolicited resumes to any AMP employee in relation to this role or others. We cannot accept unsolicited resumes or be responsible for fees related to unsolicited candidates.
