Complaint Resolution Manager

Are you ready to be part of an organisation that values expertise, passion and diversity? 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. Your team : The Complaints Resolution team is responsible for managing and resolving all escalated member complaints (both internal and external) in an efficient and transparent manner, in line with the regulatory, legislative and business requirements. Further you may be required to elevate and investigate systemic issues and contribute to insight sharing and business process improvements. Your responsibilities : Manage the investigation and resolution of escalated IDR and all EDR complaints (by phone or in writing) and in accordance with CFS policies, principles, procedures and regulatory obligations; Demonstrate consistent application of standards of care to each complainant and ensure vulnerable members have their concerns prioritised 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 consistently and a strong working knowledge of RG271; Develop strong networks and relationships with EDR operational teams, external bodies and internal stakeholders to influence outcomes; Engage with the wider Member Advocacy function to understand current complaints trends insights and systemic issues identified; Maintain up to date knowledge of CFS member products and services as well as industry regulation and 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 Director, Complaints Resolution in a timely manner; Effectively partner with risk and legal to proactively manage complaint related regulatory and operational risk; Your capability and experience : Relevant experience in complaints management, including dealing with challenging customers, negotiation and resolving issues, and writing IDR responses within financial services 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 in the superannuation and investment industry highly regarded; Experience working with and knowledge of AFCA processes; RG146 or another superannuation certification is preferred; What to Expect At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to : Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions; Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution; Access to 24 / 7 confidential support covering safety, medical and mental health services; Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event; Exclusive discounts on retail, travel and entertainment; Additional leave day to celebrate your birthday; CFS Culture 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. Please note, CFS requires all candidates to have full work rights in Australia. Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role. This role can be based on Gadigal Land (Sydney) or Boon Wurrung land (Melbourne). #J-18808-Ljbffr