{"id":3503370,"url":"https://alion.io/job/ferocia-customer-resolutions-specialist","title":"Customer Resolutions Specialist","company":{"id":4417056,"name":"Ferocia","domain":"ferocia.com.au","url":"https://alion.io/company/ferocia","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":85000,"currency":"AUD","period":"year","gross":null,"usd_annual":59859},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-30T04:41:32Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-10T03:06:02Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"About Ferocia\nFerocia is a team of more than 300 people building better financial experiences for Australians.\nAs the digital division of Bendigo Bank, our work spans Up, a digital bank; Connect, the platform powering Bendigo Bank’s web and mobile banking; and tools that make managing money simpler and help protect people from scams and fraud.\nOur shared purpose: helping people feel more confident and in control of their money.\nSound like something you’d like to be part of? We’d love to hear from you.\nThe Gig\nAs a Customer Resolutions Specialist, you’ll help customers navigate complex issues, complaints, handle internal escalations with empathy, care, and a practical mindset. You’ll be someone who can step into a challenging situation, understand what’s really going on, and help find a fair outcome.\nYou’ll work closely with our Senior Customer Resolution Specialists and the Support Escalation Manager to build your skills in handling complaints, making decisions, and managing sensitive conversations. This is a role where you’ll continue to learn, get coaching and feedback, and grow your confidence in dealing with higher-impact customer issues.\nThis role combines hands-on customer problem-solving with proactive process improvement and trend analysis. You’ll look for patterns, share what you’re seeing from Upsiders, and help us improve our processes and experiences over time.\nThis is a great opportunity for someone who wants to grow their career in customer resolutions, build experience with complex complaints, and make a real difference.\nIf you’re someone who likes solving problems, improving things, and helping customers when they need it most, we’d love to hear from you.\nWhat you’ll be doing:\nManage escalated customer complaints across chat (TTU), email, and phone, making sure Upsiders feel heard by providing timely resolutions\n\nEnsure we’re meeting our internal quality standards for complaint handling as well as being compliant with regulations governing complaint management (RG271)\n\nProvide guidance and support to the broader Support team on all things complaint handling\n\nIdentify and investigate the root cause of customer complaints to radiate continuous improvement opportunities\n\nHelp de-escalate challenging conversations with patience, empathy, and a calm approach\n\nUse sound judgement to balance customer needs, commercial considerations, and regulatory requirements\n\nKeep clear and accurate complaint records, including investigations, actions, and outcomes\n\nWork with teams across the business, including Customer Resolution, Risk, Continuous Improvement, Customer Experience to solve problems and create better outcomes\n\nWhat we’re looking for\nSomeone who:\nEnjoys helping people, solving problems, and navigating situations that aren’t always black and white.\n\nStays composed under pressure and genuinely cares about finding the right outcome for the customer.\n\nHas excellent verbal and written communication skills, especially in high stakes conversations\n\nJuggles competing priorities seamlessly while maintaining a sharp eye for detail.\n\nWorks comfortably on their own, while staying closely connected and collaborative with the broader team.\n\nHas strong problem-solving skills and ability to investigate and analyse complex issues\n\nSpeaks up with confidence, whether asking clarifying questions or pitching ideas to improve how things run.\n\nBrings natural curiosity and an ongoing appetite to learn and grow\n\nWorking at Ferocia\nWe work flexibly, with genuine autonomy over where and when you do your best work. Ferocians can use our Melbourne CBD office as much or as little as makes sense for them.\nWe also value spending time together face to face, with teams making time to meet in person when it matters. That’s why we’re currently only hiring people based in Naarm/Melbourne and surrounding areas.\nHere’s some of what you can expect:\nSmart, passionate people who care about what they make.\n\nGenerous leave and parental policies.\n\nFlexibility and genuine autonomy over your time.\n\nA great CBD office with a rooftop, gym and personal trainer.\n\nA budget for personal development, training and conferences.\n\nAn Employee Assistance Program.\n\nHome loan rebates (conditions apply).\n\nOngoing bonus and equity grants (conditions apply).\n\nUnsure if you tick every box? Throw your hat in the ring anyway. We value different experiences and perspectives, so we encourage you to apply even if you don’t meet every requirement. You might be just who we’re looking for.","description_format":"text","description_chars":4512,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-30T04:44:36Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.831,"p_room":0.9,"age_days":11,"expected_fill_days":25,"reasons":["conf:3","win:mid"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":59859,"is_top_pay":false},"html_url":"https://alion.io/job/ferocia-customer-resolutions-specialist","json_url":"https://alion.io/job/ferocia-customer-resolutions-specialist.json","meta":{"generated_at":"2026-11-10T07:29:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17487,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417056},"rest":"https://alion.io/mcp/rest/get_company?id=4417056"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fferocia-customer-resolutions-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fferocia-customer-resolutions-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fferocia-customer-resolutions-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ferocia-customer-resolutions-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fferocia-customer-resolutions-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3503370}},{"tool":"search_jobs","arguments":{"company":"ferocia.com.au","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3503370},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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