Customer Resolutions Consultant

at  Resolution Life

THE OPPORTUNITY

We have an exciting opportunity for a talented Customer Resolutions Consultant to join our team on either a permanent full-time, or part-time basis. In this role you have the opportunity to work from home, with a requirement to attend the office on an ad hoc basis and to connect with colleagues.
The purpose of a Customer Resolutions consultant is to resolve customer complaints through the IDR (Internal Dispute Resolution) process by adopting a positive relationship-based approached and demonstrating critical thinking and problem solving by engaging process and product expertise.
A Customer Resolutions consultant will improve customer experience by proactively seeking to understand a customer’s dissatisfaction and resolving their concern in a fair and timely manner, to improve the customer experience through delivering good outcomes in line with business standards. They will identify issues raised from complaints and provide this feedback to the business in a constructive way for ongoing improvement to the business’ processes and systems

CRITICAL SKILLS

At Resolution Life, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

• Comply with all regulatory and Trustee requirements and timeframes for resolving customer complaints through the IDR process.
• Manage a portfolio of Insurance claims-related complaints, and other complaint types as required, by conducting thorough investigations and providing fair and reasonable outcomes to prevent complaint escalation.
• Demonstrate emotional intelligence and empathy when engaging with customers who have expressed dissatisfaction, and proactively seek to understand their needs, concerns and challenges.
• Communicate effectively with customers throughout the resolution process, using their preferred channel and plain language.
• Identify and escalate systemic issues and root causes of complaints, and provide actionable insights for improvement to relevant business areas supported by data.
• Collaborate with team members and stakeholders across the organisation to share insights, learnings and best practices for resolving complaints and enhancing customer experience.
• Participate in ongoing training and development activities to maintain and improve knowledge, skills and performance in complaint handlin