Customer Relations

4 days ago

Sydney, Australia Randstad Australia Full time

Case Manager - Customer Relations (AFCA)

About the company:
Join a leading international banking institution dedicated to excellence in customer service and financial solutions across retail, wholesale, private banking, trade finance, treasury, asset management. They value innovation, integrity, and teamwork, providing an environment where your skills are nurtured and your career can thrive whilst creating a better world through banking solutions.

About the role:
We are seeking a skilled Case Manager to join our Customer Relations team, specialising in handling complaints referred to the Australian Financial Complaints Authority (AFCA). As a Case Manager, you will play a crucial role in assisting customers and our business in navigating the complaint resolution process, ensuring fair outcomes and maintaining positive relationships.

Key Responsibilities:

  • Complaint Resolution: Manage a portfolio of customer complaints referred to AFCA, ensuring timely and effective resolution while adhering to regulatory requirements and internal policies.

  • Investigation: Conduct thorough investigations into customer complaints, gathering relevant information and collaborating with internal departments to identify root causes and potential solutions.

  • Communication: Maintain regular communication with customers and AFCA, providing updates on the status of their complaints and offering support and guidance throughout the resolution process.

  • Documentation: Maintain accurate and detailed records of complaint cases, documenting all relevant interactions, decisions, and outcomes in accordance with regulatory standards.

  • Collaboration: Collaborate with internal stakeholders, including Legal, Compliance, and Risk Management teams, to ensure that complaint handling processes are aligned with regulatory requirements and best practices.

  • Continuous Improvement: Identify opportunities for process improvements and enhancements to enhance the efficiency and effectiveness of the complaint handling process.

    Requirements:

    • Bachelor's degree in Business Administration, Finance, or related field.

    • Previous experience in customer relations, complaint handling, or a similar role within the banking or financial services industry.

    • Strong understanding of regulatory requirements related to complaint handling, particularly within the Australian financial services landscape.

    • Excellent communication and interpersonal skills, with the ability to empathise with customers and effectively manage challenging situations.

    • Analytical mindset with strong problem-solving abilities and attention to detail.

    • Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.Benefits:

      • Opportunities for professional development and advancement within a dynamic and growing organisation.

      • A supportive and inclusive work environment that values diversity and promotes work-life balance.
        If this role is something you are interested in, please APPLY NOW or send your updated CV to Lavender.Pham@randstad.com.au.

        At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


        skills

        case manager, customer relations, AFCA, EDR, IDR, dispute resolution, complaints

        qualifications

        • NA

          education

          Secondary School/High School

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