Talenza is partnering with a leading financial services organisation to recruit an experienced Complaints Handler (Customer Relations Consultant) to manage medium-high complexity customer complaints end-to-end within strict regulatory timeframes.

This is a contract role (3 Months) - Up to $800.00 + Super daily-Rate

You'll join a customer relations / dispute resolution function responsible for resolving escalated complaints across multiple brands and channels. The focus is on fair, compliant outcomes, risk mitigation, and improving customer experience through root cause analysis and continuous improvement.

• Manage escalated and/or complex complaints end-to-end under relevant obligations (e.g. RG 271)
• Conduct investigations, gather evidence, engage stakeholders, negotiate outcomes (including settlement discussions where appropriate)
• Draft high-quality written responses to customers using an appropriate tone and ensuring compliance
• Collaborate with SMEs across operations, legal, risk, credit, collections and frontline teams to drive informed outcomes
• Prepare clear written analysis/briefings for leaders highlighting key risks, recommendations and rationale
• Support management of lower-complexity AFCA matters (e.g. registration/referral stage) as required
• Identify themes, trends and systemic issues; contribute to process/service improvements
• Provide constructive feedback/coaching back into the business where service failures have driven disputes

• Proven experience managing IDR complaints (ideally within banking/financial services) under RG 271 (and related frameworks such as BCOP)
• Strong working knowledge of relevant compliance/regulatory considerations (e.g. Privacy Act and complaint handling obligations)
• Confident negotiator with the ability to influence outcomes and navigate sensitive customer interactions with empathy
• Excellent written communication (you can produce clear, defensible correspondence and summaries)
• Strong critical thinking and ability to analyse information, join the dots, and make sound recommendations
• Organised, deadline-driven, and comfortable handling multiple matters concurrently

• Immediate start contract opportunity in a high-impact complaints function
• Exposure to complex matters and cross-functional stakeholders (risk/legal/ops/frontline)
• Strong process and governance environment

If you're a complaints specialist who can balance customer advocacy, commercial judgement, and regulatory compliance, apply today.