Customer Advocacy Senior Specialist

This is a unique opportunity for you to join a leading financial institution as a Customer Advocacy Senior Specialist, based in the heart of Melbourne CBD. In this pivotal role, you will be at the forefront of championing customer interests, ensuring every voice is heard and every concern is addressed with empathy and professionalism.

What you will do:

As a Customer Advocacy Senior Specialist, you will play an integral role in transforming how customers experience financial services. Your day-to-day activities will involve managing high-stakes complaint cases with sensitivity and diligence, particularly those escalated to external dispute bodies such as AFCA.

• Manage and resolve complex customer complaints escalated to the Australian Financial Complaints Authority (AFCA), ensuring timely and effective outcomes.
• Oversee day-to-day operations related to customer and Industry Ombudsman escalated complaints
• Investigate complaints thoroughly to identify underlying issues, recommend solutions to prevent recurrence, and ensure the customer’s perspective is always understood.
• Ensure compliance with risk management frameworks by reporting hazards, monitoring processes, and promoting a positive health and safety culture.

What you bring:

To excel as a Customer Advocacy Senior Specialist, you will bring extensive experience navigating complex complaint scenarios within the financial services landscape.

• Demonstrated experience in conflict resolution with proven negotiation skills and expertise in dispute investigation within the financial services sector.
• Comprehensive understanding of Australian Financial Complaints Authority (AFCA) processes, including regulatory requirements governing external dispute resolution.
• Track record of successfully managing complex complaints while maintaining a focus on delivering exceptional customer experiences.
• Minimum five years’ experience in the financial services industry with exposure to banking or insurance environments highly regarded.
• Relevant qualifications in dispute resolution, law or related fields are advantageous; ongoing professional development is encouraged.
• Exceptional verbal and written communication skills

What sets this company apart:

This organisation stands out as one of Australia’s largest customer-owned financial institutions—a place where every decision is made with members’ best interests at heart. The business takes pride in its transparent way of operating—fostering trust not just among its members but also within its own teams. This is an environment where your efforts have tangible impact.

What's next:

If you are ready to make a meaningful difference in people’s lives while growing your career within an inclusive team environment, this could be your next great move!

Apply today by clicking on the link—your journey towards making an impact starts here.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Bianca Sticca on 61 3 8628 2100 for a confidential discussion.