Complaints Manager

7 months ago

Sydney, Australia Xe Full time

At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and over the phone.

Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.

At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.

We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands - XE, HiFX and Ria Money Transfer - to become the business that XE is today.

The purpose of the Complaints Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.

Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers. This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.

**Our principles**

**AMBITION** - We dream big, try things out and always ask why not?" and what if?" We're ambitious in our thinking and our delivery

**RESPONSIBILITY**:

- We get involved, bring our perspective and are always open to new ideas. We take personal responsibility

**COMMUNITY**:

- We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

**What you'll do**
- **Investigate and handle global level 2 **escalated complaints (written and verbal) for consumers and small businesses through to resolution, in line with the approach and timescales outlined in the complaint handling policy. This includes taking live escalated complaint calls and making proactive calls to clients throughout the handling of a complaint.
- **Exercise own judgement in the specific approach** to take with individual complaints (written/verbal, timing of contact) and making informed and well-reasoned decisions in the event of financial outlay (gestures of goodwill).
- **Assist Compliance/Risk with compiling** cases and regulatory reporting.
- **Review any customer feedback **and respond where required. Daily management of customer feedback (Trustpilot/CSAT/Delighted surveys), providing responses and analysing trends.
- **Provide monthly MI and associated commentary **to internal parties on Complaints and customer feedback as required
- including identifying key trends, conducting root cause analysis and making recommendations for process improvement as appropriate to prevent reoccurrence.
- **Complete any complaint logs daily**, ensuring all data and commentary is accurately entered.
- **Assist team members in Care and other support teams **with Level 1 complaint responses, ensuring responses are within required regional timescales, working closely with Supervisors and Managers to address any training or coaching needs of individuals.

**Success Measures/KPIs**

The quality of the complaint handling will be monitored via audits.

The quality of complaint resolution will be monitored against complaint regulatory body decisions.

**Requirements**:
**Who you are**
- **Previous experience of managing escalated** complaints in a financial services industry is essential.
- **Excellent verbal and written communication** skills are needed in order to understand a client's complaint and explain complex processes in a clear, straightforward but effective way.
- **A solution focused approach** is required to persistently matters through to resolution
- **A high level of drive and motivation** are necessary to achieve results whilst working cross departmentally, providing feedback and managing expectations at all levels, senior management through to team level.
- **The job holder should be quality driven**, ensuring accurate data integrity and adherence to all processes. A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.
- **The ability to work under pressure is essential**, as is being someone who is change orientated.
- **A strong team worker is required**, with the ability to build and maintain strong cross functional working relationships.

**Desirable**
- Experience of writing and present

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