Complaints Investigation Specialist
Rate: $40.34 per hour + superannuation
Contract: 6-month temporary assignment
Work Arrangement: 100% office-based for the first 6–8 weeks during initial training, transitioning to a hybrid model (3 days in-office, 2 days working from home) thereafter.
About the Role
An opportunity has opened for an objective, analytical Complaints Investigation Specialist to join a growing team within financial services.
In this role, you will investigate and resolve complaints between consumers and service providers across various industry streams, including banking and financial services. You will handle standard dispute portfolios, applying fairness, industry codes, and objective criteria to reach practical, balanced outcomes without the need for formal legal proceedings.
Key Responsibilities
Investigate Complaints: Review submissions, clarify outcome expectations, and examine case documentation to identify core issues and remedies.
Facilitate Resolutions: Conduct structured negotiation and conciliation discussions between parties to help reach mutually agreed settlements.
Draft Determinations: Write clear, logical, and well-reasoned findings, outcome letters, and dispute assessments.
Apply Standards & Frameworks: Base findings on relevant legal principles, procedural fairness, industry codes of practice, and established precedents.
Escalate Critical Findings: Identify recurring systemic issues or serious non-compliance trends and refer them to specialized oversight teams.
Key Requirements
Experience & Qualifications: Relevant tertiary qualifications and/or 2–3+ years of experience within complaint resolution, financial services, legal, regulatory, or government environments.
Investigation & Analysis: Proven ability to objectively evaluate complex, conflicting evidence and make balanced, defensible decisions.
Communication & Conciliation: Excellent negotiation, conciliation, and de-escalation skills, with the ability to articulate complex financial or legal concepts simply.
Fairness & Integrity: A strong commitment to natural justice, procedural fairness, and high-quality customer outcomes.
How to Apply
If you have a strong background in complaint investigation, submit your application with an updated resume outlining your relevant experience.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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