Customer Complaints (Investing / Superannuation) OfficerSydney
At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. In 2023, we launched a new US Investing service.
Since launch, we have grown to more than 200,000 financial members and surpassed $1.5 billion in funds under management – but we're just getting started.
What will you be doing?The Customer Support team is absolutely crucial to the success of Spaceship and its customers. As a Complaints Officer, your 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 focused on the customer experience. While responsible for answering customer enquiries and solving their problems, you will also play a key role in product development by connecting customer feedback with various areas of the business including Product, Marketing, Engineering, Risk & Compliance, and Investments.
In this role, you will be responsible for:
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.The ability to demonstrate resilience and tenacity.Ideally, you have RG146 accreditation.Superannuation experience is preferred.You will thrive in this position if you are:
Excited by our mission and hungry for a challenge in a growing startup.Passionate about forward-thinking technology products, specifically investment and fintech products.Empathetic, patient, and able to understand a problem from different viewpoints.Able to demonstrate initiative and persistence in solving problems.Constantly iterating to come up with the best solution.An exceptional communicator who thrives in a collaborative environment.Inquisitive with a strong aptitude for learning.What are the perks and benefits?Flexibility to work from home 1-2 days.Health and wellness benefits.Learning and development allowance.Working from home allowance.Who are we?We are ~40 people passionate about enabling people to invest in their future. We value forward-thinking, accessibility, curiosity, transparency, and simplicity in everything we do.
Spaceship has raised more than $70m to date from some of the world's most renowned investors.
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