About Us – Finance One

As a non-bank lender, our mission is simple: we're all about empowering Australians with the opportunity to obtain financing to live their best lives. With a customer-centric approach and rock-solid financial backing, we've earned our reputation as a lender of choice.

About the Position

We are seeking a dedicated and empathetic Customer Resolutions Officer to join our team. This role is responsible for managing and resolving customer complaints in a professional and timely manner, ensuring customer satisfaction and maintaining our company’s reputation for excellent service. The ideal candidate will possess strong communication and problem-solving skills, with a commitment to helping customers navigate and resolve any issues they encounter.

Key Responsibilities:

• Complaint Handling: Act as the primary point of contact for customers with complaints, ensuring all issues are handled with care, sensitivity, and professionalism.
• Investigation & Resolution: Investigate customer complaints thoroughly by gathering all necessary information, analysing issues, and collaborating with relevant departments to identify appropriate solutions.
• Communication: Maintain clear and consistent communication with customers throughout the resolution process, ensuring they are updated on the status of their complaint and are satisfied with the outcome.
• Documentation: Accurately document customer complaints and resolutions in our CRM system, tracking trends and identifying recurring issues to help improve processes.
• Customer Retention: Use problem-solving skills to address complaints effectively, aiming to turn negative experiences into positive ones and preserve customer loyalty.
• Feedback & Reporting: Provide feedback to management on recurring issues and customer concerns, offering suggestions for improving products, services, and procedures.
• Compliance: Ensure all complaint resolution processes comply with relevant legal and regulatory requirements such as RG271, company policies, and industry best practices.

Work Perks

From team lunches and staff events, we know how to celebrate your success. Plus, we're all about diversity and inclusivity, so you can be yourself and feel appreciated.

To show our gratitude, you can enjoy:

• Flexible & Supportive Working Environment
• Employee investment opportunity
• Employee Assistance Program
• Subsidised gym membership
• Discounted private health insurance
• Access to our learning and development platform
• Opportunities for training and development so you can grow within your role and throughout the company
• Central office location (320 Adelaide Street, Brisbane, CBD).

About You:

• Preferred experience in customer service, complaint resolution, debt collection or a similar role.
• Strong verbal and written communication skills, with the ability to handle sensitive situations diplomatically.
• Excellent problem-solving and analytical skills.
• Ability to remain calm and composed under pressure, especially in challenging customer interactions.
• Detail-oriented with strong organizational skills and the ability to handle multiple cases simultaneously.
• A high level of empathy and a customer-centric attitude.
• Knowledge of National Consumer Credit Protection Act 2009, National Credit Code, Privacy (Credit Reporting) Code 2024 is a plus.

If you're ready to take the next step in your sales career, we invite you to apply ASAP with your CV and Cover letter. Applications close: Friday, March 7th, 2025 and shortlisted applicants will be contacted after review.

The successful candidate must be ready to undergo a National Police check and any other relevant industry checks.