Early Resolution Officer
Core
Respond to new complaints via phone and email, assess jurisdiction, and guide consumers through the complaints process.
Role type
Customer service officer (dispute resolution)
Builds
Complaint resolution outcomes for consumers
Domain
Financial services / Consumer protection
Deliverable
client delivery
Required skills
Communication, problem-solving, judgement, case management, regulatory interpretation, record keeping
Responsibilities
Respond to customer enquiries and complaints; assess jurisdiction and request supporting information; interpret and communicate legislation; manage referrals for out-of-scope complaints; maintain accurate case records; deliver a positive customer experience.
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