Customer Resolution Officer – 12‑Month Fixed‑Term

About the role

As a Customer Resolution Officer you will ensure investigations, remediation and re‑documentation of impacted customers are completed according to established processes, timelines and quality standards.

Key responsibilities

• Process services accurately and deliver exceptional customer service by identifying and managing customer needs.
• Calculate, investigate, check and process loan interest adjustments.
• Re‑document customer disclosures and perform loan corrections with accurate analysis and calculation.
• Complete maker‑checker checks and update bank systems in compliance with policies, procedures and legal requirements.
• Meet individual service level agreements through effective time management.
• Collaborate with the Team Leader to identify opportunities to reduce cycle times and improve service delivery.
• Develop and maintain strong relationships with stakeholders across the Pacific.

Required profile

• Experience in credit, lending or frontline operations with a solid understanding of loan structures.
• Previous processing or credit experience, including data processing and credit‑related activities.
• Ability to work within complex operational environments.
• High attention to detail and accuracy.
• Strong time‑management and communication skills.
• Proactive approach to identifying and resolving issues.