Senior Customer Experience Advocate

2 weeks ago

Melbourne City Centre, Victoria, Australia beBeeDispute Full time $120,000 - $140,000
Customer Experience Champion

This is a unique opportunity to transform customer experience in the financial services sector. As a Customer Advocacy Specialist, you will play a pivotal role in championing customer interests and ensuring every voice is heard with empathy and professionalism.

Key Responsibilities:
  • Manage and resolve complex customer complaints escalated to external dispute bodies such as AFCA.
  • Oversight of day-to-day operations related to customer and Industry Ombudsman escalated complaints.
  • Investigate complaints thoroughly to identify underlying issues, recommend solutions to prevent recurrence, and ensure the customer's perspective is always understood.
  • Ensure compliance with risk management frameworks by reporting hazards, monitoring processes, and promoting a positive health and safety culture.
Requirements:
  • Demonstrated experience in conflict resolution with proven negotiation skills and expertise in dispute investigation within the financial services sector.
  • Comprehensive understanding of Australian Financial Complaints Authority (AFCA) processes, including regulatory requirements governing external dispute resolution.
  • Track record of successfully managing complex complaints while maintaining a focus on delivering exceptional customer experiences.
  • Minimum five years' experience in the financial services industry with exposure to banking or insurance environments highly regarded.
  • Relevant qualifications in dispute resolution, law or related fields are advantageous; ongoing professional development is encouraged.
  • Exceptional verbal and written communication skills
About the Organisation:

The organisation stands out as one of Australia's largest customer-owned financial institutions—a place where every decision is made with members' best interests at heart. The business takes pride in its transparent way of operating—fostering trust not just among its members but also within its own teams. This is an environment where your efforts have tangible impact.

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