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About the Role
The Complaints Resolution Team is part of CFS’s Risk and Compliance business unit, accountable for managing and resolving all escalated member complaints efficiently and transparently, in line with regulatory, legislative, and business requirements. You may be required to escalate and investigate systemic issues and contribute to insight sharing and business process improvements.
Responsibilities
- Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) in accordance with CFS policies, principles, procedures, and regulatory obligations.
- Work with AFCA to ensure all External Dispute Resolution (EDR)-related regulatory and compliance dispute resolution requirements are adhered to.
- Demonstrate consistent application of standards of care to each complainant and ensure vulnerable members' concerns are prioritized and managed appropriately.
- Provide specialist guidance to internal stakeholders on relevant aspects of the complaint-management process.
- Demonstrate knowledge and application of current industry best practice for dispute resolution and a strong working knowledge of RG271.
- Develop strong networks and relationships with EDR bodies, external bodies, and internal stakeholders to influence outcomes.
- Understand current complaints trends, insights, and identified systemic issues.
- Maintain up-to-date knowledge of CFS member products and services, as well as industry regulation, legislation changes, and trends.
- Participate actively in team meetings and contribute improvement ideas and processes to refine the complaints process and member experience.
- Escalate emerging risks and issues to the Senior Manager, Complaints Resolution in a timely manner.
- Effectively partner with risk and legal to proactively manage complaint-related regulatory and operational risk.
- Escalate and at times investigate possible systemic issues and provide recommendations for improvement.
- Understand impacts of business transformation activities as they relate to Complaints Management and provide support as required.
Requirements
- Solid experience in complaints management, including dealing with challenging customers, negotiation, resolving issues, and writing IDR responses.
- Experience in a similar role within the financial services sector, preferably within the superannuation industry.
- Knowledge and understanding of the regulatory requirements for complaint resolutions.
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders.
- High degree of empathy and experience in resolving difficult and complex customer complaints.
- Excellent critical judgement and analytical skills to underpin decision-making.
- Demonstrated capacity to work in highly pressured & volatile environments.
- Experience working with and knowledge of AFCA processes is highly regarded.
- Full work rights in Australia required.
- Background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to final preferred candidate's employment being confirmed.
Skills
- Complaints management
- Customer negotiation
- Issue resolution
- IDR response writing
- Financial services sector experience
- Superannuation industry experience
- Regulatory requirements for complaint resolutions
- Communication skills (written and verbal)
- Interpersonal skills
- Negotiation skills
- Influencing skills
- Empathy
- Critical judgement
- Analytical skills
- AFCA processes knowledge
Location
- Sydney
Work Type
- Full-time
Experience Level
- Senior
Benefits
- Access to CFS Employer Super with an expansive investment menu and flexible insurance solutions
- Support with financial services, including discounts on home loans and daily bank accounts
- Access to 24/7 confidential support covering safety, medical, and mental health services
- Additional leave day to celebrate your birthday
- Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
- Exclusive discounts on retail, travel, and entertainment
About the Company
- At CFS, we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance, and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.
- At CFS, we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality, and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.
- Apply today and join us in helping Australians to achieve their financial freedom.
Equal Opportunity
- CFS is committed to celebrating uniqueness, championing individuality, and supporting a diverse and inclusive workforce.