Complaint Response and Management
Business & Management
A course by
Massey University
A short, online, NZQA Level 5 course for building technical and soft skills in complaint response and management, targeted at those working in or aspiring to join New Zealand's financial services sector.
NZ$794
inc GST
Enquire about international pricing
Core skills this course teaches
Build technical and soft skills for difficult conversations
Develop abilities to effectively handle challenging conversations with customers, particularly concerning complaints.
Master complaint response and management techniques
Acquire skills to manage and respond to complaints professionally in line with regulatory requirements.
About This Course
This 6-month, online course is designed for participants in the financial services sector, offering practical skills in handling complaint response and management. Co-developed with the Insurance & Financial Services Ombudsman (IFSO) Scheme, the course comprises four core modules and two electives, covering complaint resolution, conversation skills, risk and compliance management, regulatory frameworks, and complaint processes specific to insurance, credit, and financial advice. Successful participants receive a Massey University Certificate of Achievement, earn 5 credits at NZQA Level 5, and gain up to 50 CPD hours. Assessment is via multi-choice questions in each module. The course is suitable for both consumer-facing and managerial roles and caters to current professionals and those entering the sector.
Course Content
- Module 1: Early complaint resolution and 3-step process
- Module 2: Conversation skills for complaint resolution
- Module 3: Conversations with customers in vulnerable circumstances
- Module 4: Record keeping, complaint review, trends and insights, confidentiality and complaint remediation, dishonesty, false statements, and fraud
- Elective 1: How to build a best-practice complaint process (Compliance, risk, claims, and management)
- Elective 2: Complaints issues for Financial Advisers, Code of Conduct, DRS disclosures
- Elective 3: Complaint issues in General Insurance and the Fair Insurance Code
- Elective 4: Complaint issues in Health & Life Insurance
- Elective 5: Complaint issues in Credit Contracts and Responsible Lending
Build towards these roles
Compliance roles in financial servicesFinancial adviser or nominated representativeClaims managementGeneral or personal insurance adviser/team memberConsumer credit and lending officer
Build skills in these industries
Financial ServicesInsurance
