Customer Care Specialist

1 week ago


Brisbane, Queensland, Australia Suncorp Group Full time

Drive business and group priorities within this critical customer role:

-
Permanent role:

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An opportunity to build strong relationships:


  • Brisbane CBD location


The
Customer Care Specialist role is responsible for providing specialised support for customers who are experiencing severe vulnerability, by proactively managing or guiding the end to end experience dependant on the needs of the customer.

This role will liaise with teams across Banking and Wealth, Customer Marketplace, customer advocacy and external support organisations to aid the customer.

This specialist role will support to identify when a customer requires specialist case management and will provide expert guidance and advice with other specialist teams for those that don't.


What you'll be doing

  • Full end to end management or oversight of case where a customer is experiencing severe vulnerability and requires specialist support through banking process
  • Identify suitable external organisations required to support the customer and refer customers when appropriate
  • Preparing of articulate business case papers for cases requiring escalation or referral for approval
  • Build & maintain effective and collaborative working relationship with peers across Banking & Wealth to drive customer and business performance outcomes and assist peers with decision making
  • Provide advice on the correct management of customers where vulnerability exists but does not require specialist case management.

What you'll need

  • Minimum 5 years' experience industry experience
  • Demonstrated ability to be resilient and selfidentifying support needs
  • Experience in banking with strong lending lifecycle and deposit product understanding
  • Experience with process design and procedure documentation
  • Experience in roles requiring high levels of stakeholder influence, presentation and collaboration
  • Ability to investigate and break down information and situations to identify root cause and solve for both the customer and business
  • Critical thinking with the ability to analyse situations and make effective decisions autonomously while balancing customer and business impacts
- interpersonal skills with an ability to be empathetic, compassionate & non-judgemental

  • Conflict resolution skills, taking ownership of customer queries and producing winwin solutions for the customer and the business
  • Committed to increasing customer experience and delivering superior customer service.

Culture:


Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across banking and wealth management.

We promote a high performance culture where people are rewarded for effort and dedication.

We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time.


Advertised: 26 May 2023 AUS Eastern Standard Time

Applications close: 09 Jun 2023 AUS Eastern Standard Time

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