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About the Role

As a Customer Resolution Consultant, you will be responsible for dispute resolution, complaints management, and proactive customer engagement to resolve issues and reinforce the value of the customer relationship. This role is for someone who enjoys diving into details, problem-solving, and providing high-quality service to all stakeholders. You will work independently on individual cases while also collaborating within the wider business, managing multiple tasks simultaneously while maintaining excellent service in difficult circumstances.

Responsibilities

Be accountable for dispute resolution, complaints management, and proactive customer engagement for IDR and EDR complaints.
Actively analyze disputes, ensuring sufficient information has been provided to fully understand them.
Act independently and exercise a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Angle Auto’s interests in mind.
Listen and interpret customer concerns and feedback, and understand their desired outcomes.
Adhere to relevant regulatory frameworks and policies.
Input all data into systems, send out templates, and follow up on further information if required.
Engage with Quality Assurance and Risk functions to raise issues and promote improvements.
Work closely with colleagues in identifying emerging trends, themes, and general issues.
Contribute to customer service experience through innovation, productivity, and efficiency to drive a customer-focused culture and improve the customer experience.

Requirements

Tertiary qualification in Legal, Business, or similar is beneficial, but not essential.
Previous experience working in Financial Services is desirable.
Proven experience in a similar role.
Analytical mindset and high level of attention to detail.
Ability to prioritize work and manage own portfolio.
Strong knowledge of Regulatory guidelines including RG 271.

Benefits

Birthday leave
Health and wellbeing leave
Volunteering day
$500 ergonomic equipment reimbursement
Recruitment referral program (up to $5,000)
Employee rate program for auto finance
Paid parental leave
SPARK employee benefits program (discounts, wellbeing support)
Purchased annual leave
Diversity flex leave

About the Company

Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance from a different angle – offering choice and flexibility, to enable Australians to realize their dreams.
Our culture pillars represent our true strength and the things we can continue to build to get better. They describe what is unique and central to Angle Auto.
The things we can’t afford to lose, our true strengths that we must continue to build on.
There are no passengers here. Just a group of like-minded people working together to make a positive impact.
We take pride in our work and doing things the right way.
The road might not always be smooth, but doing your best work in an environment that supports your drive is truly rewarding.
Our industry doesn’t stand still. And neither do we.
With one eye firmly on the future, we’re igniting new ideas and ways of working that drive us all forward.

Equal Opportunity

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce.
It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.