Michael Jansen Email & Phone Number

I am currently employed by the Australian Financial Complaints Authority (AFCA) as a Customer Service Officer and have been employed with them for the last 14 months. My role with AFCA is and has been varied, from my core customer-focused role to management assigned tasks and projects. Role Responsibilities• Triaging consumer enquiries, through various channel sources, for those seeking a resolution to financial industry product and/or service issues. Part of this enquiry process involves clear and concise articulation of the procedure that AFCA employs alongside these industries and the products that they provide. • Case management streaming of AFCA complaints from the outcomes of financial firms' IDR responses. This involves reviews and investigations into the complaints in conjunction with those financial firms' IDR responses. • Interpreting and assigning jurisdictional reviews• Management Requested of Training & Coaching of new call centre CSO’s.Core Understandings & Competencies• IDR - Internal Dispute Resolution Process • Often intricate outworking of various financial industry IDR processes (e.g. as is in the case of an insurance industry IDR process, working the case from initial claim lodgement to Make Safe works if required, to an independent assessor’s assessment, to claim decision, to drafting scope of works, and finally to repair/replacement or cash settlement).• AFCA’s internal complaint process from lodgement to (if required) Ombudsman's final decision/ruling• AFCA’s Jurisdiction rules- C.1.4, C.2, D.2, D.3, D.5

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  Albury High School

  Legal Studies, General