Customer Resolution Consultants - Customer Support

Posted: 28/10/2026

Closing Date: 25/11/2026

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

As a Customer Resolution Specialist – Customer Support, you will manage escalated customer complaints across Customer Protection, Financial Support, Customer Support and Recoveries, delivering fair, timely and customer-focused outcomes. You will conduct detailed investigations, engage directly with customers and stakeholders, and ensure complaints are resolved in line with regulatory obligations, policies and the bank’s values.

Using sound judgement and a strong customer focus, you will identify practical resolutions, support continuous improvement through complaint insights and trend analysis, and contribute to positive customer and business outcomes.

- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 14% super.




- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the prospect for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

- Manage escalated customer complaints from initial assessment through to resolution, ensuring fair, timely and customer-focused outcomes.
- Conduct detailed investigations, assess information and determine appropriate resolutions in line with regulatory requirements, policies and procedures.
- Engage directly with customers through verbal and written communications, delivering clear, professional and compliant responses.
- Exercise delegated authority to resolve complaints and approve goodwill payments,



escalating higher-value compensation decisions where required.
- Partner with stakeholders across the business to support investigations and deliver positive customer outcomes.
- Identify, monitor and report complaint trends, systemic issues and risks, providing insights to support improved customer and business outcomes.
- Contribute to continuous improvement initiatives by recommending enhancements to complaint handling practices, processes and customer experiences.
- Maintain accurate records and documentation to support governance, reporting, audit and regulatory requirements.

What you will bring

- Experience investigating and resolving complex or escalated customer complaints, preferably within banking or financial services.
- Strong investigation, analytical and decision-making skills, with the ability to assess complex information and deliver fair, balanced outcomes.
- Excellent written and verbal communication skills, including the ability to prepare clear, professional customer correspondence.
- Experience interpreting and applying policies, procedures and regulatory requirements in a regulated environment.
- Solid stakeholder management and relationship-building skills, with the ability to work collaboratively across teams to resolve complex issues.
- Demonstrated ability to manage competing priorities while maintaining high levels of quality, accuracy and compliance.
- A customer-focused approach, with empathy, resilience, professionalism and a commitment to delivering positive customer outcomes.
- Knowledge of ASIC RG271, banking products a

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