Permanent

Queensland, Brisbane City

Banking

AU$650 - AU$800 per day

Tran Trinh

tran@talenza.com.au

13-07-2026

BBBH21980

We are seeking an experienced Customer Resolution Consultant to join a Financial Services client on an initial 3-month contract commencing in August.

The Customer Resolution Consultant is responsible for managing and resolving customer complaints from end-to-end, ensuring outcomes are fair, consistent, and aligned with organisational policies and regulatory requirements. You will investigate complex customer matters, work with internal stakeholders, and develop appropriate resolutions that support positive customer outcomes and minimise business risk.

You will also contribute to identifying trends, root causes, and opportunities for process improvements by using insights gained from complaint outcomes to enhance customer experiences and prevent future issues.

Key accountabilities

• Manage customer complaints through the full lifecycle, including investigation, assessment, resolution, and communication of outcomes.
• Handle medium to high complexity complaints, applying sound judgement to determine fair and appropriate resolutions.
• Conduct thorough investigations by gathering information, reviewing relevant documentation, and collaborating with internal stakeholders and subject matter experts.
• Develop resolution strategies that balance customer outcomes, business considerations, and risk management.
• Communicate clearly and professionally with customers to understand concerns, provide updates, and deliver resolution outcomes.
• Prepare written correspondence, reports, and case documentation that are clear, accurate, and aligned with organisational standards.
• Identify recurring themes, trends, and potential service issues through complaint analysis and recommend improvements.
• Provide insights and feedback to internal teams to support improved processes, customer experiences, and complaint prevention.
• Support reporting, risk assessments, and analysis for leaders and stakeholders as required.
• Maintain accurate records and complete administrative activities associated with complaint management.
• Work in line with organisational values, policies, procedures, and relevant regulatory obligations.

Experience & competencies

• Demonstrated experience within the financial servievs sector managing customer complaints, dispute resolution, case management, or customer advocacy matters within a regulated or complex environment.
• Strong knowledge of financial services (or similarly regulated industry) complaints handling and regulatory obligations (e.g., RG 271, Privacy obligations, industry codes).
• Experience handling medium to high complexity complaints and managing cases through to resolution.
• Strong investigation, problem-solving, and analytical skills with the ability to assess information and identify appropriate outcomes.
• Ability to communicate effectively with customers and stakeholders, including managing difficult conversations.
• Strong written communication skills with experience preparing clear and professional customer correspondence.
• Ability to influence and negotiate outcomes while maintaining a customer-focused and risk-aware approach.
• High level of empathy, resilience, and ability to build rapport while maintaining objective decision-making.
• Experience identifying process improvements, trends, and root causes from customer feedback or case data.

Thank you for your interest, please note that we will only proceed with candidates who meets the requirements. Candidates must have full working rights in Australia and complete a police check if required.