This is a Customer Complaints (Investing / Superannuation) Officer role with one of the leading companies in AU right now -- Spaceship -- with an amazing team.
They are continuing to grow rapidly.
This is the chance to join right as the takes off. More About the Role at Spaceship The Complaints Officer's primary responsibility is to aid Spaceship in effectively managing and resolving customer complaints in an appropriate and timely manner.
You will be joining a small 8 person team, who are all about the customer experience at Spaceship.
While ultimately responsible for answering customer enquiries and solving their problems, you will also play a key role in product development by connecting customer feedback with different areas of the business including Product, Marketing, Engineering, Risk & Compliance and Investments.
**In this role, you will be responsible for all the above, and specifically:** - Assessing, documenting, logging, escalating and resolving customer complaints.
- Using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation.
- Collaborating with the Customer Support team and other relevant teams and stakeholders to resolve complaints in a timely manner.
- Crafting formal responses to complainants as required (emails, timelines, IDRs, etc).
- Assisting in managing complaints escalated to the Australian Financial Complaints Authority (AFCA) and other relevant third parties.
- Developing positive and collaborative working relationships with team members and internal and external stakeholders.
- Working closely with the Head of Customer Support & Customer Complaints Manager to drive business awareness of emerging and/or systemic issues arising from complaints.
- Regularly reporting and providing feedback on complaints to the broader business to assist in the management and development of improved systems and processes.
- Assisting the Customer Support team with customer enquiries via email, chat and phone.
**What are we looking for?
** - A minimum of 4+ years' experience across different Customer Centric roles, with at least two years in the financial services industry, preferably in superannuation or investments.
- At least 1 year of experience in the financial services dispute resolution domain with a deep understanding of RG 271 requirements.
- Excellent written and verbal communication skills.
- Exceptional attention to detail, strong critical thinking and problem-solving skills.
- A deeply empathetic inclination, capable of advocating for our customers and recognising situations where additional support might be needed (e.g.
vulnerable customers).
- The ability to work autonomously to determine the most suitable approach for managing and resolving customer complaints in a timely manner.
- A proven track record of being a high performer within a fast-paced environment, with the ability to meet tight deadlines and adhere to strict deadlines.
- The ability to demonstrate resilience and tenacity - Ideally, you have RG146 accreditation - Superannuation experience is preferred
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We model this in our hiring process for our partners like Spaceship. ? Applying here is the first step in the hiring process for this role at Spaceship. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.
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