Customer Resolution Consultant - Sydney, Australia - Angle Auto Finance Pty

Description

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Customer Resolution Consultant

Angle Auto Finance is an independent financier in Australia, bringing a modern platform and a flexible business approach to help more Australians with their car purchase.

The Customer Resolution Consultant is responsible for dispute resolution, complaints management and proactive customer engagement to resolve issues and to reinforce the value of the customers relationship within the business.

The Customer Resolution Consultant is one who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved. The Customer Resolution Consultant will work independently on individual cases but also in collaboration within the wider business.

The Customer Resolution Consultant will be required to manage multiple tasks simultaneously while maintaining excellent service, in difficult circumstances.

Core responsibilities

• Be accountable for dispute resolution, complaints management and proactive customer engagement for IDR and EDR complaints.
• Actively analyse disputes, ensuring sufficient information has been provided to fully understand the disputes.
• The Customer Resolutions Specialist acts independently and exercises a high degree of discretion and independent judgment to evaluate each situation, assess risk, and determine how best to manage each case with the customer's and AAF's interests in mind.
• Listen and interpret customer concerns and feedback, and understand their desired outcomes.
• Adherence to relevant regulatory framework and policy.
• Input all data into systems, send out templates and follow up on further information, if required.
• Engage with Quality Assurance and Risk function to raise issues and promote improvements.
• Work closely with colleagues in identifying emerging trends, themes and general issues.
• Contribute to our customer service experience through innovation, productivity and efficiency to drive a customer focused culture to improve the customer experience.

Qualifications & Experience

• Tertiary qualification in Legal, Business or similar is beneficial, but not essential.
• Previous experience working in Financial Services is desirable.
• Proven experience in a similar role in.
• Analytical mindset and high level of attention to detail.
• Ability to prioritise work and manage own portfolio.
• Strong knowledge of Regulatory guidelines including RG 271.

Our Principles

Do what's right
We have good intent and we do the right thing

Bold and courageous
We challenge, evolve and innovate for sustained success

Own it and deliver
We're accountable

Win together
We collaborate and encourage each other to thrive

Celebrate success
We appreciate and celebrate our achievements

How to apply

Select the 'Apply' button above to send your resume through to the Talent Acquisition team.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.

About Us

ABOUT ANGLE AUTO FINANCE

Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance from a different angle – offering choice and flexibility, to enable Australians to realise their dreams.

Our Code of Conduct helps us make the right decisions, as well as do the right thing for all our stakeholders. It outlines what's expected of us at Angle Auto and helps us navigate situations, ensuring we are making the right decisions to ensure long term benefit for all our stakeholders. To support the Code, we also have principles, policies and guidelines that complement our Code - together they provide the framework in which we operate.

OUR CULTURE PRINCIPLES

Do what's right
We have good intent and we do the right thing.
We're good people with good intent. We're authentic and transparent, we share information, communicate openly, we're ethical and trustworthy. Asking questions and speaking up is encouraged.

Bold and courageous
We challenge, evolve and innovate for sustained success.
Our thinking is ambitious, curious, and challenges the status quo. We're encouraged to take initiative, innovate, and empowered to give it a go. We have the confidence to put ourselves there – every situation is an opportunity to learn, grow and develop.

Own it and deliver
We're accountable.
We have a "can do, will do" open mindset, we're reliable and understand that our contribution is important. We continually learn, improve and adapt to get the job done.

Win together
We collaborate and encourage each other to thrive.
We're clear on the road ahead and support each other to solve problems and succeed. Working and connecting together is all about being inclusive, respectful, and caring. A problem shared is a problem we can solve together.

Celebrate success
We appreciate and celebrate our achievements.
We take the time to celebrate success and achievements, enjoy what we do and who we work with. We appreciate each other and everyone's contributions