Customer Resolution Manager

2 weeks ago

Sydney, New South Wales, Australia Rabobank Gruppe Full time
About the Role

Rabobank Gruppe, a leading specialist in food and agribusiness banking, is seeking a highly skilled Customer Resolution Manager to join its team in Sydney. As a key member of the Customer Resolutions function, you will play a critical role in resolving complex customer complaints and disputes.

Key Responsibilities
  • Effectively manage the investigation and resolution of escalated internal dispute resolution and external dispute resolution complaints in accordance with Rabobank policies, procedures, and regulatory obligations.
  • Liaise directly with external dispute resolution schemes, such as the Australian Financial Complaints Authority (AFCA), as required.
  • Manage complaint costs using commercial acumen and customer-centricity.
  • Raise systemic issues in accordance with the Complaints and Risk and Compliance Framework.
  • Ensure vulnerable customers have been managed appropriately.
  • Identify and recommend continuous improvement opportunities in relation to policies, procedures, and initiatives to improve our service and products.
  • Provide ongoing complaints training and development to the business on complaint handling requirements and complaints feedback management data integrity.
  • Report all operational risk items into the Archer GRC system where process has not been followed, and support stakeholders in creating action plans to mitigate further risk arising from complaints.
  • Empowered to make decisions on customer complaints within agreed delegation.
  • Work in conjunction with key stakeholders in Risk and Compliance and Legal to identify and provide input into policy, process, and control improvements identified through complaints.
Requirements
  • Minimum of 5 years' experience in a complaint handling role.
  • Experience in dealing with external disputes at AFCA.
  • Subject matter expertise of RG271 and Code of Banking Practice.
  • A track record in dealing with customers, working in, and collaborating with cross-functional teams.
  • An ability to show empathy for customers during the complaints process.
  • An ability to be both confident in dealing with difficult conversations.
About Us

Rabobank Gruppe is committed to diversity and inclusion and is proud to be an equal opportunity employer. We recognize the importance of creating a workplace that values and respects the diversity of our employees and the communities we serve.

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