Customer Service Excellence Professional

6 days ago

Sydney, New South Wales, Australia beBeeCustomerRelations Full time $104,000 - $130,878

As a Customer Relations Manager, you will play a pivotal role in supporting customers and driving business success by handling complaints, addressing questions and concerns, and managing internal dispute resolution and AFCA complaint cases.

Your key responsibilities will include investigating and drafting responses to customer complaints within set timeframes, advocating for product/process/policy developments that deliver fair outcomes for customers, and collaborating with the Customer Relations Team to identify themes and systemic issues from customer complaints.

You will also support investigations into complaints, accessing information from bank systems and the Complaints database, liaise with Regulatory Compliance and Legal in complaint investigations and response letter preparation, track and report on CRT complaints, and conduct root cause analysis.

Additionally, you will build strong relationships with team members and stakeholders across the organization, leveraging your strong experience in Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints management, particularly in Banking and Finance.

To excel in this role, you will need to possess in-depth knowledge of related Regulatory and ASIC guides, e-payments Code, Banking Code, and AFCA processes, as well as high resilience, adaptability, and ability to handle new situations, including dealing with vulnerable customers.

Key Responsibilities:
  • Investigate and manage customer complaints within set timeframes
  • Advocate for product/process/policy developments that deliver fair outcomes for customers
  • Collaborate with the Customer Relations Team to identify themes and systemic issues from customer complaints
Requirements:
  • Strong experience in IDR and EDR complaints management
  • In-depth knowledge of Regulatory and ASIC guides
  • High resilience and adaptability
Benefits:

We offer a competitive salary package, flexible working culture, private health cover, parental pay, subsidised banking products, bonus leave days, and wellness programs.

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