Complaint Resolution Analyst

Job description

How will you make an impact in this role? The Global Customer Research and Solution team (GCRS) is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers, regulators and government agencies in full transparency and integrity. The team manages complaints on behalf of all areas of the business, including regulatory complaints from AFCA, FSCL, and other regulatory bodies in Australia and New-Zealand. In this role, you will be responsible for thoroughly investigating all aspects of a complaint, interacting with customers and seeking to understand every aspect of their complaint. You will utilise customer facing tools, partner with teams and leaders across the enterprise, and make decisions that are fair, and make sense. You will seek out and escalate areas of opportunity across the entire customer journey, driving positive change for our customers and business. You will receive on the job training and be closely supported to ensure that you have the knowledge and confidence to respond to all customer complaints across Consumer, Commercial and M...