Customer Resolution Officer

Job Description

The Customer Resolution Officer handles customer complaints, disputes and service issues, working toward fair and timely resolutions. Requirements typically include customer service or banking experience, strong written and verbal communication, sound judgment, attention to detail, and the ability to manage sensitive information confidentially. Familiarity with banking products, complaint-handling procedures, regulations and case-management systems is advantageous. The successful candidate is expected to investigate issues objectively, communicate clearly with customers and internal teams, meet service-level targets, maintain accurate records, and identify recurring problems for improvement. Resilience, empathy, professionalism and the ability to manage competing priorities are important, especially when dealing with dissatisfied customers.

Company Info

ANZ, or Australia and New Zealand Banking Group, is one of the major banking groups in Australia and New Zealand and has a long-standing presence across the Pacific, including Fiji. The bank provides personal, business and institutional banking services, supported by digital channels, branches and specialist teams. In Fiji, ANZ serves individuals, companies, government-related organisations and community customers through its local operations. Its work commonly includes deposits, lending, payments, foreign exchange, cards and financial support. ANZ promotes customer-focused service, responsible banking, teamwork, inclusion and professional development. Employees may work with local customers while also benefiting from the systems, standards and broader resources of an international banking organisation. The Suva role would typically operate within ANZ’s customer-care and complaint-resolution framework, helping protect customer trust and improve the overall banking experience.

Destination Guide

Fiji offers employment opportunities in banking, tourism, hospitality, retail, telecommunications, education, healthcare, construction and professional services. Suva is the main administrative and commercial centre, while Nadi and Lautoka have strong tourism, transport and business activity. Fijian culture is welcoming and community-oriented, with iTaukei traditions, Indo-Fijian heritage, church life, music, rugby and shared meals playing important roles. The lifestyle combines warm weather, beaches and outdoor activities with urban conveniences, although traffic, imported-goods costs and limited specialist services can be considerations. Foreign nationals generally need an appropriate work permit before starting employment; employers often support the application, and requirements should be confirmed with Fiji immigration authorities. Relocating employees should budget for housing, transport, healthcare, schooling if relevant, and health insurance. Suva is wetter and cooler than the western side of Viti Levu, while the smaller islands offer a quieter lifestyle but fewer job opportunities and services.