Complaints Manager

2 weeks 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

  • Complex Complaint Resolution Specialist

    5 days ago

    Sydney, New South Wales, Australia Australian Financial Complaints Authority Full time

    Job DescriptionWe are seeking a Complex Complaint Resolution Specialist to join our team. This role involves managing complex complaints in general insurance, conducting investigations, and applying legal principles to achieve fair outcomes.You will have extensive experience in general insurance, legal, or dispute resolution, and excellent written and verbal...

  • Complaints Manager

    2 weeks 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...

  • Complaints Management Lead

    7 days ago

    Sydney, New South Wales, Australia Avant Full time

    About UsWe are a member-owned organisation dedicated to supporting our members through medico-legal protection and risk management advisory services. Our goal is to be the business and career partner of our members.Job SummaryWe are seeking an experienced professional to join our team as a Customer Resolutions Manager. This role will be responsible for...

  • Incidents and Complaints Manager

    1 week ago

    Sydney, Australia Mable Full time

    **We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in...

  • Complaint Resolution Manager

    5 days ago

    Sydney, Australia CFS Full time

    Complaint Resolution Manager Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people...

  • Complaint Resolution Manager

    5 days ago

    Sydney, Australia CFS Full time

    Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a...

  • Complaint & Customer Resolution Manager

    4 weeks ago

    Sydney, Australia Chubb Full time

    **Your Role** You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience...

  • Complaints Management Specialist

    5 days ago

    Sydney, New South Wales, Australia Healthcare Professionals Group Full time

    About the OpportunityThis role is responsible for handling, investigating, and reporting product complaints to ensure compliance with regulatory requirements and company policies. The ideal candidate will have a keen eye for detail, strong communication skills, and a passion for patient safety.Key ResponsibilitiesManage and document product complaints in...

  • Complaints Management Analyst

    4 weeks ago

    Sydney, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: Aust - NSW Metro - **Work in this fast-paced environment and achieve positive customer outcomes**: - **We embrace diversity & inclusion at our core** **About You** As **Complaints Management Analyst**, you will be responsible for monitoring, assessing, analysing and/or evaluating processes and data....

  • Complaints Officer

    2 weeks ago

    Sydney, Australia Hawksworth Full time

    Complaints Officer | Superannuation Services | Financial Services - Initial 4 week contract with a view to be extended | Excellent daily rates - Sydney or Melbourne Hawksworth have partnered with a major Financial to on-board a **Complaints Officer**. This is an **initial 4 week contract with a view to be extended.** The role could be based in **Sydney or...

  • Manager, Complaints

    3 weeks ago

    Sydney, Australia REA Group Full time

    Manager, Complaints & Investigations- Make an impact on brokers and customers, creating the best outcome for both parties- Permanent role based in Sydney or Melbourne- We have long-term partnerships with charities working to address homelessness We're REA - REA Group is not your average digital business. From humble beginnings in a garage in Melbourne’s...

  • Complaints Management Specialist

    6 days ago

    Council of the City of Sydney, Australia Marsh & McLennan Companies Full time

    We are seeking a talented individual to join our Complaints Management team at Marsh McLennan Companies. The Senior Complaints Specialist will provide end-to-end complaint management while also taking on leadership responsibilities, ensuring high-quality service and effective resolution of complaints.Key Responsibilities:Manage the complaint process from...

  • Financial Dispute Resolution Manager

    5 days ago

    Sydney, New South Wales, Australia Australian Financial Complaints Authority Full time

    Company OverviewThe Australian Financial Complaints Authority is a for-purpose organisation that provides a free service to individuals and small businesses. We work with customers and their financial firms to resolve complaints.Job DescriptionThis role involves managing complex complaints in general insurance, conducting investigations, and applying legal...

  • Incident & Complaint Manager

    4 weeks ago

    Sydney, Australia Equity Trustees Full time

    We're excited to offer you a fantastic opportunity to join our Oversight, Risk, and Insurance team within the Corporate and Superannuation Trustee Service (CSTS). In this role, you'll play a pivotal part in ensuring that service providers manage incidents within CSTS' risk appetite effectively and efficiently. Your focus will be on ensuring member complaints...

  • Complaint Management Specialist

    2 weeks ago

    Sydney, Australia NAB Full time

    Complaint Management Specialist - Job number: 797561 - Primary position location: NSW- Sydney CBD, NSW, Australia - Category: Compliance, Regulatory Risk & Financial Crime - Work type: Permanent Full time - Opening at: Jan 6 2025 at 06:00 AEDT - Closing at: Jan 17 2025 at 23:55 AEDT **Favourite** You are a customer first professional who has customers at...

  • Complaints Resolution Specialist

    5 days ago

    Sydney, New South Wales, Australia Avant Full time

    Key ResponsibilitiesCompliance: Manage MI's adherence to Avant's Group Complaints Management Policy and ensure compliance with relevant regulatory guidance.Reporting and Insights: Prepare monthly reporting on complaints to business leaders and contribute to Board reports.Internal Stakeholders: Ensure employees understand the dispute resolution process and...

  • Deputy Complaints and Customer Resolution Manager

    2 weeks ago

    Sydney, Australia Chubb Full time

    **Your Role** You will be responsible for assisting with the efficient and effective operation of the Complaints and Customer Resolution Service (CCR Service) in resolving customers’ complaints in compliance with Chubb’s internal framework and regulatory requirements. You will engage with external stakeholders such as the Australian Financial Complaints...

  • Complaints Handling Expert

    1 week ago

    Sydney, New South Wales, Australia Allianz Australia Full time

    Job SummaryThis Complaints Handling Expert role is responsible for ensuring that RAA Insurance's complaints handling processes are compliant with regulatory requirements and industry standards. The successful candidate will have a strong understanding of compliance and risk management principles and experience in conducting compliance assessments and risk...

  • Incidents and Complaints Specialist

    3 weeks ago

    Sydney, Australia Mable Full time

    **We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in...

  • Customer Complaints Manager

    5 days ago

    Sydney, Australia Spaceship Full time

    At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. Since launch, we have grown to more than 200,000 financial members and surpassed $1.2 billion in funds under management - but we're...