Complaints Specialist - Banking

Contract: 6 Months (View to extend)

Rate: $40 per hour + Super

Location: Melbourne CBD

Hours: Mon-Fri, 8:45 AM - 5:00 PM

Ready to trade product KPIs and high-pressure targets for a role with true purpose?

We are hiring analytical banking professionals to join a national Melbourne CBD team focused on resolving complex customer complaints. Acting as an impartial investigator, you will review evidence, liaise with both customers and financial institutions, and deliver clear, fair, and final written decisions.

Key Responsibilities

Investigate Disputes: Review complex cases covering retail lending, hardship, credit products, and high-value fraud/scams.

Draft Formal Findings: Author clear, highly articulate decision letters explaining case outcomes to everyday Australians and bank executives.

De-escalate & Mediate: Manage challenging, emotionally charged phone conversations with customers, bank reps, and legal advocates.

Assess Fairness: Evaluate evidence against industry codes and standard banking practices to reach balanced solutions.

What You Bring

Banking/Finance Background: Experience in Retail Banking, Credit Risk, Hardship, Fraud/Scams, or Banking Contact Centers.

Strong Written Skills: Ability to write clear, structured, and empathetic formal correspondence

Phone & Conflict Management: Confident, calm, and authoritative manner on the phone when handling difficult conversations.

Investigative Mindset: Strong critical thinking skills to weigh conflicting evidence objectively under high-volume caseloads.

Onboarding & Hybrid Model

Includes 6-8 weeks of full-time, in-office training in the Melbourne CBD. Once fully up to speed, you will transition to a flexible 3 days office / 2 days work-from-home schedule.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.