Latitude Financial Services Looking for Customer Resolution Specialist at Auckland City, Auckland Full Time

We know that a well-managed complaint can be the difference between a customer loving us or leaving us.

With that in mind….We are looking for a passionate specialist to join the resolutions team & help to deliver industry best complaints resolution practices.
In return we’ll offer you the opportunity to grow and test yourself, with plenty of support along the way.

Looking at the opportunity.
As a team we seek to resolve complaints efficiently with a focus of delivering a fair and reasonable outcome that reflects Latitude’s philosophies, enhances the experience for our customers and adheres to regulatory requirements.

So, in a nutshell you will Investigate and coordinate complaints activity from both internal and external stakeholders Including Insurance & Financial Services Ombudsman (IFSO). Providing a robust and transparent complaints process that will improve customer experience and enable mutually satisfactory outcomes.

• Capture and document the investigation wing to wing and resolution of complaints in all relevant systems.
• Articulate key financial terms in plain English and customer friendly terms, simplifying timeline of events.
• Retain all correspondence/documentation relating to the dispute and appropriately store in the complaints management system.
• Identify root causes of complaints, investigate and appropriately escalate possible regulatory or systemic issues
• Liaising and collaborating with key internal stakeholders to determine outcomes.

Let’s look at you.
Some experience with complaints, top-notch negotiating skills, a knack with people & resilience that pulls you through any challenge.
It’s not a job for everyone, but helping customers receive a fair conclusion is critical. If you are successful, the role can be fruitful.

You are dedicated to delivering industry best practices by developing a rapport with customers, addressing the customers’ concerns, and providing reasons for the decisions made in a timely and professional manner.

• Strong problem solving, investigation and decision-making skills.
• Demonstrated experience in dispute / conflict resolution.
• Attention to detail and analytical skills to prepare excellent verbal and written responses and account reconciliations
• Proven high level negotiation skills, whilst demonstrating a level of empathy.
• Understanding of the Dispute Resolution and Process will be a bonus.

This is a fantastic chance to step up and use your experience to further develop your skills in a high pace environment.

What is it like to work with us?
We are a close-knit, customer obsessed, multi-talented team sitting within the Customer Service, Complaints & Support function. . We support each other throughout the day and week and discuss complex cases to make sure we get a range of views on how best to resolve for the customer and Latitude.

Job Type: Full-time