Customer Resolution Consultant

Purpose;

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.

As a Customer Resolution Consultant you are 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. This role is for someone who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved. You will work independently on individual cases but also in collaboration within the wider business. You 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 Resolution Consultant acts independently and exercises a high degree of discretion and independent judgement to evaluate each situation, assess risk, and determine how best to manage each case with the customer’s and Angle Auto’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 our 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. Read more