Customer Advocacy Senior Specialist

2 weeks ago


Brisbane, Queensland, Australia Great Southern Bank Full time
About the Role

We are seeking an experienced Customer Advocacy Senior Specialist to join our team at Great Southern Bank. As a key member of our Customer Experience team, you will be responsible for leading the investigation, resolution, and response to escalated customer complaints and feedback.

Key Responsibilities
  • Leadership and Continuous Improvement: Create a culture of exceptional service, teamwork, and commitment to excellence, ensuring the achievement of team and organizational objectives.
  • Escalated Feedback Management: Manage complaints and feedback in line with our stated processes and procedures, ensuring compliance with industry regulations and codes of practice.
  • Customer Feedback Analysis and Reporting: Showcase insights, learnings, risks, and opportunities from complaints diagnosis to drive improvements for our customers.
  • Relationship Management: Lead a customer-centric culture in all interactions, making real connections and genuinely understanding the needs of our business and customers.
Requirements
  • 5+ years of experience in the Financial Services Industry
  • Demonstrated experience in managing complaints and complex customer issues, with a commitment to delivering customer experience excellence
  • Proven experience in lending and leadership
  • Strong communication and problem-solving skills, with the ability to think laterally and objectively assess all relevant factors
  • Exceptional customer service ethic and skills, with a commitment to delivering customer experience excellence
About Us

At Great Southern Bank, we're committed to building a strong, inclusive, and diverse workplace where people feel a sense of belonging, are valued, connected, and respected. We value diverse backgrounds, cultures, abilities, ideas, and experiences, recognizing the benefits they bring to our work, our communities, and the way we help our customers.



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