Customer Resolution Officer

We are looking for an energetic, reliable and enthusiastic person to join our team at Morris. The Customer Resolution Officer is responsible for assisting with the timely, professional, fair, and commercially astute management of complex customer enquiries with a focus upon complaints and the resolution of these.

Working in a modern office environment, the new starter will bring their passion for listening to and understanding customer concerns, investigating matters by reviewing relevant information, communicating with customers and internal stakeholders, and working towards appropriate resolutions in accordance with established policies and procedures. Detailed on-the-job training, a very positive team environment, and an opportunity to work for a local business that is actively and proudly involved in our community.

The successful candidate will be responsible for the following tasks:

• Respond to and assist with complex customer enquiries, complaints and service-related matters in a professional, courteous and timely manner and within the framework of Morris's Internal Dispute Resolution policy.

• Listen to customers and seek to understand the nature of their concerns, ensuring matters are appropriately recorded and progressed.

• Investigate customer complaints by reviewing relevant account information, correspondence, system notes, call records and other available documentation.

• Work with relevant internal teams to obtain information and assist in determining appropriate responses and resolutions, which will include the co-ordination of information gathering across internal departments and external stakeholders to support effective investigation and resolution of customer complaints and disputes.

• Prepare professional written responses, complaint acknowledgments, investigation summaries, customer correspondence and supporting documentation for review and approval where required.

• Resolve customer complaints within established policies, procedures and delegated authority, and where appropriate, escalate more complex or sensitive matters to the Head of Lending Operations, General Manager – Compliance & Risk or other appropriate team members.

• Ensure all relevant internal systems, databases, file records, and checklists are always current and accurate, via own and teams' actions.

• Assist with the management of AFCA complaints and external dispute resolution matters, including reviewing complaint submissions, gathering evidence, preparing supporting documentation, coordinating stakeholder responses, monitoring due dates and maintaining complete case records.

• Ensure customer complaints, enquiries, actions and outcomes are accurately recorded in relevant systems and complaint registers.

• Monitor complaint, IDR and AFCA timeframes, maintain awareness of key deadlines and escalation requirements and promptly escalate any risk of missed timeframes or incomplete responses.

What we're looking for:

• Proactive.
• Customer-focused with a positive and helpful approach.
• Good verbal and written communication skills.
• High attention to detail.
• Strong listening and interpersonal skills.
• Ability to follow established policies and procedures.
• Effective time management.
• High level of integrity and confidentiality.
• Demonstrated understanding of complaint handling, conflict resolution, customer service and dispute resolution principles.
• High computer literacy and confidence learning new systems.

What we offer

At Morris, we are proud of our position within the financial services industry and particularly within the Werribee, Geelong and Surf Coast regions of Victoria.  As such, we are committed to providing our employees with a rewarding and fulfilling work environment that incorporates various wellbeing benefits. You'll also enjoy a competitive salary, ongoing training, professional development opportunities, and opportunities to participate in our various community initiatives.