Customer Service System Analyst

7 days ago


Brisbane, Queensland, Australia ANZ Full time

About the Role

This system analyst position is based in Brisbane and will involve managing customer complaint management systems within the Discovery & Oversight team at Suncorp Bank.

The ideal candidate will have autonomy, excellent time management, initiative, problem-solving, communication, and stakeholder management skills.

The end objective of this role is to manage customer complaint management systems efficiently and effectively across Suncorp Bank. As a system analyst, you will be responsible for leading the management of the ECP helpdesk function and managing the following tasks:

  • Manage Customer Workbench (CWB) complaints module (add/change) access requests for all users across Suncorp Bank.
  • Manage and support ad hoc requests and or investigate system errors in CWB.
  • Provide general assistance on CWB complaint module functionality (work items, etc).
  • Identify and distribute any other requests (such as reporting) through to the relevant Suncorp Bank team.
  • Record and track work completed through the helpdesk channel.

Requirements

To succeed in this role, you will ideally possess the following qualifications and skills:

  • Relevant tertiary qualifications in computer science, reporting, analytics, strategy, or business-related discipline.
  • Demonstrable system management experience within a similar position within financial services or similar service-oriented industry.
  • Solid knowledge of customer complaint / feedback management systems.
  • Strong experience working with customer-centric systems.
  • Demonstrated experience with designing and rolling out system-related programs of change and improvement.
  • Knowledge of Customer Workbench tool highly desirable.

A competitive salary of $85,000 - $95,000 per annum, plus benefits, is offered for this position.

What We Offer

As an ANZ employee, you'll enjoy a range of benefits including flexible working arrangements, health and wellbeing services, and discounts on selected products and services.

ANZ is committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.



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