Disputes Resolution Manager

4 weeks ago

Sydney, Australia Commonwealth Bank Full time

**Do work that matters**

As a Customer Relations Manager, your role will ensure an outstanding customer resolution experience throughout the investigation and resolution of a complaint related to Business Banking products, policies and procedures. You will proactively drive business improvement and protect the Group from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.

The role contributes to ongoing discussion regarding change management, performance improvement and accomplishing CBA Group objectives.

**See yourself in our team**

Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.

You will be joining a positive, enthusiastic and customer-oriented team with a strong sense of purpose and drive to enhance the financial wellbeing of our customers and communities.

**This is a 12-month secondment opportunity.**

**On any given day, the key responsibilities of the role include**:

- Efficient investigation and resolution of both internal complaints and complaints from external agencies.
- Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
- Contribution to continuous improvement ideas and processes to refine the customer experience.
- Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements
- Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
- Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
- Total commitment to an outstanding customer contact experience.

**We're interested in hearing from people who have**:

- Proven experience working in a **Business Banking related role.**
- A strong customer focus, with demonstrated experience in a customer facing role.
- Complaints resolution experience from a trading/ commodities background is highly desirable.
- Exceptional negotiation skills.
- Excellent communication skills, both verbal and written.
- A commitment to do what’s fair and ethical.
- Strong time management skills, with the ability to prioritise effectively.
- Experience in major dispute resolution and complex complaint management is highly regarded.
- An eagerness to think outside the box - both in terms of solutions to complex complaints and process improvement.
- Resiliency as the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in this role.

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Advertising End Date: 08/09/2023

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