This is a Customer Resolutions Officer role with one of the leading companies in AU right now -- Prospa -- 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 Prospa As our Customer Resolution Officer, you will report to the Customer Experience Lead and focus on managing and resolving customer disputes through Prospa's Internal and External Dispute Resolution frameworks.
**What you'll be doing:** - Resolving customer disputes through Prospa's Internal Dispute Resolution (IDR) and AFCA's External Dispute Resolution (EDR).
- Handling and investigating escalated complaints quickly and professionally.
- Collaborating with different departments to address complex issues effectively.
- Meeting established timelines for dispute resolution.
- Suggesting process improvements based on insights from disputes.
- Identifying opportunities to enhance customer service.
- Training team members on best practices for handling complaints.
- Keeping accurate records of customer interactions and resolutions.
- Providing quarterly analysis of trends related to customer disputes at Prospa's QBRs.
**What you'll need to succeed:** - Proven experience in complaints management within financial services.
- Strong communication and interpersonal skills.
- Ability to handle difficult conversations with empathy.
- Excellent problem-solving and analytical skills.
- Proficiency in customer service software and databases.
- Demonstrated ability to work under pressure and meet deadlines in a fast-paced setting.
- Experience managing diverse internal and external stakeholders.
- Experience making decisions that balance business and customer needs.
- Strong collaboration and relationship-building skills
If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that's right for them.
We model this in our hiring process for our partners like Prospa. ? Applying here is the first step in the hiring process for this role at Prospa. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.
To put it simply, Hatch is for everyone.