Customer Excellence Associate

1 month ago

Sydney, Australia ING Full time

**Are you a customer focussed external dispute resolution expert?**

**Showcase your passion for problem solving with ING**

Customer experience is our DNA. If there’s a way to solve a problem for our customers, we’ll find it. In particular, we go out of our way to ensure we turn a potentially poor experience into a great one.

As a **Customer Excellence Associate (EDR Case Manager)**, you’ll be responsible for managing complex customer complaints, or those raised through External Dispute Resolution (EDR) Schemes. This includes detailed investigations, making recommendations and negotiating with third parties to come to an acceptable resolution. Agents will also be required to assist customers who require extra care and who are vulnerable.

You will also assist with strengthening ING by providing critical feedback to the business managers when issues are identified through complaint analysis and supporting their remediation.

For the curious, this role requires keeping pace with industry and regulatory changes by referring to the relevant codes, regulatory guides and AFCA guidelines to maintain a working knowledge.

This close-knit team support one another. We are also passionate about providing a highly effective dispute resolution service where agents are able to collaborate to solve real problems for our customers. In addition, we empower our people to design their own day and manage their case load

This role can be based in either **Sydney or Wyong.**

**What you’ll do**
- End to end management of AFCA and EDR Scheme complaints from lodgement to closure, including detailed investigating, assessing, responding to and resolving the complaint.
- Provide proactive and empathetic customer service while assisting customers through the complaints process.
- Resolve customer dissatisfaction and restore their banking relationship.
- Manage all complaint related communications with customers and their representatives, including customers experiencing vulnerability. This will include holding difficult conversations (verbal and written) where customers may be confrontational or upset.
- Complete complex and detailed reviews of customer files and business processes, including drafting letters and corresponding with AFCA and EDR Schemes.
- Seek out original source information and analyse the information to make informed decisions based on evidence
- Influence and negotiate to a high level with internal and external stakeholders.
- Create and maintain accurate records of complaint activities, agreed actions and next steps.

**What we’re looking for**
- Previous experience in an EDR Case Management role within financial services.
- Strong understanding of RG271, the Privacy Codes, Banking Code of Practice, ePayments Code & NCCP.
- The ability to keep pace with industry and regulatory changes by referring to the relevant codes, regulatory guides and AFCA guidelines and outcomes to maintain a sound working knowledge.
- An analytical and detailed focus mindset, with excellent investigation skills to assist in both negotiation and recommendation of acceptable resolutions.
- Strong interpersonal and communication skills, including the ability to build positive working relationships with internal and external stakeholders.
- Experience dealing with vulnerable customer cases and the resilience to handle confrontational conversations in an empathetic and professional manner.
- Good judgment and sound problem-solving skills to deal with complex issues requiring investigation, objectivity, sensitivity and discretion.

**What are the benefits for you?**
- Annual rest day - an extra day of leave
- Annual impact day - volunteer to have an impact on the community.
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Open, dynamic and supportive team environment.
- Employee Wellbeing Program so that you can be your “Best You.”
- Parental Leave of up to 20 weeks paid leave to eligible employees.
- Discounted ING Home Loans and Health Insurance.
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.

**Discover what our people have to say about working at ING**

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating succe

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