**Senior Associate

1 week ago

Melbourne, Victoria, Australia beBeeClientExperience Full time $100,000 - $150,000

We are seeking an experienced professional to join our team as a Client Experience Specialist. This role is crucial in ensuring our clients receive timely, thoughtful, and effective support.

Job Description

This role will be central to managing and resolving client escalations with urgency and care. The successful candidate will coordinate service delivery across multiple channels, acting as the central point of contact for escalated issues.

Responsibilities
  • Manage and resolve client escalations with urgency and care, ensuring clients feel heard and supported.
  • Coordinate service delivery across multiple channels, acting as the central point of contact for escalated issues.
  • Identify patterns and process gaps that lead to client dissatisfaction.
  • Champion the client perspective in internal discussions to help shape improvements that enhance the overall experience.
  • Provide client training as required to support any programs of change within TBS.
  • Contribute to continuous improvement initiatives.
  • Support reporting and analysis to track escalation trends, client feedback, and service performance.
Required Skills and Qualifications

The ideal candidate will have strong interpersonal, collaboration, and negotiation skills, with a proven track record of building rapport with clients and work colleagues. A tertiary qualification in finance, accounting, business administration, information technology or a related field (or experience to reflect the same) is essential. Prior experience in a client-facing or support role within financial services & transaction banking, or a related field would be advantageous.

Benefits

This role offers a competitive market salary, annual performance incentives, and a flexible working environment. If you're passionate about making a real difference for clients and working with a team that shares your passion, we'd love to hear from you.

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