Fairness Advocate

22 hours ago

Melbourne, Victoria, Australia beBeeFairness Full time $117,720 - $168,208
Customer Fairness Manager Role

About the Job: As a key player in ensuring fair and equitable outcomes for customers, you will be instrumental in driving change across International Wealth and Premier Banking to support Potentially Vulnerable Customers.

The Customer Fairness Team plays a crucial role in championing customer fairness. This includes representing the organization at industry forums, reviewing and inputting into external submissions, and supporting senior leadership in managing responses to AFCA possible systemic issues.

  • Represent the organization at industry forums
  • Contribute to internal projects and working groups as an ambassador of the Customer Fairness function
  • Review and input into external submissions on behalf of the organization
  • Support senior leadership in managing responses to AFCA possible systemic issues
  • Develop partnerships with key community and government organizations to provide support to customers who are experiencing vulnerability
  • Provide direct support to customers who are experiencing vulnerability, including referrals to community support and assistance in navigating organizational processes and procedures to meet their banking needs (complex case management)
  • Identify and suggest improvements or modifications to policies and processes that impact potentially vulnerable customers
  • Build and maintain a knowledge base of adjustments for potentially vulnerable customers
  • Conduct thematic reviews as directed by senior leadership.

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