Are you an experienced banking complaints professional who thrives on resolving complex customer issues while balancing commercial outcomes, regulatory compliance and exceptional customer experiences?

We are partnering with a highly respected Australian financial services organisation to recruit a Customer Relations Consultant to join their specialist. This is an outstanding opportunity for an experienced IDR, complaints, dispute resolution or customer advocacy professional looking to work on complex matters that genuinely influence customer outcomes and business improvement.

The Opportunity

In this role, you'll take ownership of complex customer complaints from initial investigation through to resolution, ensuring compliance with regulatory obligations while delivering fair, balanced and customer-focused outcomes.

Working across multiple business divisions, you'll collaborate with senior stakeholders, legal, risk and operational teams to investigate matters, negotiate resolutions and identify opportunities to improve processes and customer experiences.

This role offers genuine variety, autonomy and the opportunity to make a measurable impact across the organisation.

Key Responsibilities

• Manage end-to-end Internal Dispute Resolution complaints in accordance with RG271 and industry obligations.
• Conduct detailed investigations into complex customer complaints.
• Negotiate fair and commercially sound customer outcomes, including financial settlements where appropriate.
• Prepare high-quality written correspondence, reports and recommendations.
• Liaise with internal stakeholders including Operations, Retail Banking, Risk, Compliance and Legal.
• Assist with lower complexity AFCA matters where required.
• Identify complaint trends, systemic issues and root causes to drive continuous improvement.
• Provide coaching and feedback to business stakeholders to improve customer outcomes and reduce future complaints.
• Ensure all customer interactions are professional, empathetic and compliant.

About You

We're looking for someone who brings strong dispute resolution expertise together with sound banking knowledge and excellent stakeholder management skills.

You'll ideally have:

• Experience managing Internal Dispute Resolution (IDR) complaints within banking or financial services.
• Strong knowledge of RG271, the Banking Code of Practice, Privacy legislation and customer complaint obligations.
• Experience investigating complex customer matters and making balanced, evidence-based decisions.
• The ability to negotiate positive outcomes while managing organisational risk.
• Excellent written communication skills with experience preparing detailed customer correspondence and reports.
• Strong analytical and critical thinking skills.
• The confidence to engage with senior stakeholders and influence outcomes.
• Previous exposure to products including lending, credit, collections or retail banking will be highly regarded.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Anita Cunningham on 07 33395626 or email: acunningham@paxus.com.au

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability. The recruitment and selection process varies, and some roles may include completion of pre-employment assessments, in-person or online interviews, psychometric testing, written assessments, scenario-based tasks, presentations, and pre-employment checks such as medical (including drug and alcohol), criminal history, or financial. If you require an adjustment to any part of the recruitment process, including the application form or assessments completed in an alternate format, please contact me using the above details. As part of our ongoing commitment to accessibility, we are also in the process of updating our website to reach full conformance with WCAG 2.2 AA. If you experience any difficulties, please contact me on the above details.