• Comply with all regulatory and Trustee requirements and timeframes for resolving customer complaints through the IDR/EDR process.
• Manage a portfolio of Insurance and Superannuation-related complaints 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 handling

• Sound knowledge and compliance with the regulatory framework and guidelines.
• Demonstrated experience (5+ years) in handling complex and sensitive complaint management within Financial Services.
• Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.
• Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.
• Ability to collaborate Trans-Tasman
• Proven problem-solving and analytical skills.
• Strong organisation skills, with ability to manage multiple tasks and priorities efficiently and effectively.
• Able to work under pressure to meet deadlines and performance standards.
• Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures.
• Shows commitment to continuous learning and development, adapting to changes and challenges.
• Strong collaboration skills with proven professionalism to be able to engage internally and externally with stakeholders.
• Works independently and proactively, taking ownership and responsibility for work and performance.

• 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.