Customer Complaints Co-ordinator

2 weeks ago

Collingwood, Victoria, Australia Bank Australia Full time
Posted: 03/08/2023

Closing Date: 03/09/2023

Job Type:
Permanent - Full Time

Location:
Head Office - Collingwood

Job Category:
Banking and Financial Services


Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We're growing fast as more people choose to align their banking with their values. We're a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.


We currently have a permanent, full time opportunity for a Customer Complaints Coordinator to join our highly engaged and professional Operational Risk department.

This role will be based in our Collingwood Head Office and will report to the Manager Risk Systems.

The Customer Complaints Coordinator will support the bank in all matters relating to customer complaints.

This role is a second line risk management function supporting our first line to assist them in managing customer complaints and overseeing the internal and external dispute resolution process.


Why join us

  • We have big plans to become Australia's most trusted bank and a leading purposedriven business.
  • As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
  • Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
  • We offer flexible working options, competitive salary and 13% super.
  • Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
  • We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
  • We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
  • We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
  • We are the first bank in the world to care for a conservation reserve where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

  • Day to day management and oversight of the bank's customer complaints process
  • Ensure complaints and correspondence are accurately captured, and authorised policies and procedures are adopted for triage, resolution and escalation to ensure all timeframes for complaints are met
  • Oversee the Internal Dispute Resolution Process (IDR) including being a member of the Resolution Team providing independent advice and support to the business
  • Oversee the External Dispute Resolution process via the Australian Financial Complaints Authority (AFCA) ensuring high quality responses are provided
  • Create and maintain databases and management reports, interpreting data and identifying trends for relevant stakeholders
  • Escalate identified issues, in particular any systemic issues impacting customers and/or risk matters and completing process and root cause analysis as required
  • Support the business to design and implement controls and develop process maps to enable better customer outcomes.

What you will bring

  • Good knowledge of the banking and financial services sector and a sound understanding of banking products and processes
  • Experience in a banking and finance environment desirable
  • Strong analytical skills in assessing complex information and providing superior end to end customer service
  • Experience working with customers or complainants to resolve complaints
  • Effective communication skills, including the ability to challenge and influence stakeholders and engage with the business at all levels
  • Excellent attention to detail
  • Demonstrable prioritisation, organisational and time management skills
  • Proactive and pragmatic approach to issues
  • Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

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