Customer Relations Officer

About the Role

• Act as a customer champion when investigating complaints received from all channels both internal and external to Brighte.
• Analyse and resolve complaints in accordance with Brighte’s policies and procedures and the applicable regulatory, industry, legal obligations
• Provide prompt and quality end-to-end resolutions.
• Ensure adherence to the standard turnaround time and manage tracking and reporting of all written complaints received for management awareness.
• Engage with key business stakeholders to ensure consistent and effective complaint handling.
• Ensure effective governance and oversight of the ‘customer concerns/complaints’ across the key product and business forums.
• Partner with Legal, Risk and Compliance teams to proactively identify and manage the regulatory and legal risks to the business.
• Be responsible for reporting to management on complaint statistics, trends, escalations, and other timely information.
• Identify and implement technology-based solutions to deliver increased efficiency and effectiveness.

What You'll Bring

• You have experience working and financial services and/or a call centre
• You have a solid understanding of regulatory requirements for IDR (RG271) and EDR procedures.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The Anti-Money Laundering, and Counter-Terrorism Financing Act and Privacy Act.
• Understanding of AFCA (Australian Financial Complaints Authority) powers and processes.
• You are skilled in influencing others and have excellent stakeholder management skills always ensuring engaged interactions to influence and drive business recommendations
• You have exceptional critical-thinking, communication and interpersonal skills with the ability to evaluate and suggest solutions and manage client and business expectations
• You have a customer-centric mentality and always have the customer at the centre of your actions
• Perform in a high-energy fast paced environment with tight deadlines and can deliver results under pressure
• You have meticulous attention to detail and work diligently to follow-up to effective closures
• Ability to analyse operational and financial impact of various alternatives and risk mitigation approaches

What's in it for you?

• Flexible working arrangements to suit individual needs and a hybrid work model. Our office is designed for collaboration, creativity and balance between office engagement and remote flexibility. Our in-office days are Monday through Thursday (4 days), with Friday as a remote day.
• Free lunch! Yes, there is such a thing! Kickstart your week with our Monday Mingle meaning lunch on us and great company. From tacos, to sushi, to charcoal chicken, it's a delicious way to catch up, unwind and connect.
• Get social. We host a range of social activities at Brighte. A fan-favorite being our weekly Thursday social event, where you can catch up with colleagues over a drink, snack and a game of table tennis.
• We want our employees to share in Brighte’s success. You may be given an opportunity to join our Employee Share Option Plans (ESOP).
• Snacks galore – who doesn’t love that? Our thoughtfully stocked pantry includes snacks to suit your every mood. Fresh bread, protein bars, popcorn, fresh fruit, chocolate, soy crisps, cookies – you name it! We also offer a carefully curated collection of wines and beer on tap for those looking to unwind or enjoy a social moment.
• End-of-trip facilities. Cycle in to work, lock up your wheels and have a shower in our end-of-trip facilities, which come complete with towel service and hair dryers.
• Anniversary leave - your dedication at Brighte won’t go unnoticed. Enjoy an extra day to celebrate your work anniversary with us.