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Job Details

Location
Sydney
Salary
$100,000 - $110,000 inclusive of super
Job Type
Permanent
Ref
BH-167711
Contact
Mark Montgomery
Posted
over 2 years ago
 This opportunity would suit a proven IDR/EDR complaints handler who has experience within the wealth management space. The manager needs an experienced operator to come in to help the team ensure there is no lag in the investigation and response to complaints received from clients. This is to allow the manager to have time to look at the strategy of how the RG 271 reform is going to be implemented across the business.
You will build an internal network and brand within this business over the course of your 12 month contract (which is likely to go permanent) as you interact with all levels and all divisions of the business across trustee services, advice, superannuation and investments. It will be a good spring board into other areas of the business such as compliance in case you would like to transition your career or to stay within complaints and get exposure to RG 271 reforms on your CV.

Responsibilities

  • Ensure complaints are responded to in a fair and timely manner, consistent with Complaints Handling Policy and Internal Dispute Resolution (IDR) standards and, where required
  • Clients are provided with a positive experience during the complaints handling process and, even where the resolution provided does not accord to the Client’s preferred resolution, the response provided to the client clearly and impartially articulates why
  • Complaints are managed in a manner that minimises the number of IDR and EDR escalations
  • Record keeping relating to complaints is accurate and up to date
  • Investigate and respond to complaints received from clients of Australian businesses
  • Engage with stakeholders across Australian businesses to as required to support timely and fair resolution of complaints
  • Maintain accurate and timely records of complaints
  • Support the development, implementation and maintenance of tools and collateral as required to embed capabilities and improve consistency in approach to handling complaints across the Australian Businesses
Skills & Experience
Essential
  • Hands on experience in responding to client complaints on behalf of Australian Financial Service Licensees and Australian Credit Licensees in a fair, timely, efficient, and effective manner and in accordance with regulatory requirements and community expectations
  • Experience of designing and conducting complex investigations when formulating responses to complaints
Desirable
  • Hand on experience in responding to client complaints relating to provision of trustee services and/or financial advice
  • Experience of resolving EDR complaints raised with the Australian Financial Complaints Authority
  • Experience in defining and maintaining IDR standards
For further information on this role or to confidentially apply, please contact Mark Montgomery on 02 8227 9200 or apply directly via the Apply for this job button. Only WORD FORMAT resumes will be accepted.