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Customer Resolution Manager

2 months ago

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

Rabobank Gruppe is seeking a highly skilled Customer Resolution Manager to join our team in Sydney. As a key member of our COO Domain, you will play a critical role in resolving complex customer complaints and disputes.

Key Responsibilities
  • Manage Complaints Resolution: Effectively and efficiently manage the investigation and resolution of escalated Internal Dispute Resolution and all External Dispute Resolution complaints in accordance with Rabobank policies, procedures, and regulatory obligations.
  • Liaise with External Dispute Resolution Scheme: Liaise directly with the External Dispute Resolution Scheme (AFCA) as required.
  • Manage Complaint Costs: Manage complaint costs using commercial acumen and customer centricity.
  • Raise Systemic Issues: Raise systemic issues in accordance with the Complaints and Risk and Compliance Framework.
  • Ensure Vulnerable Customer Management: Ensure vulnerable customers have been managed appropriately.
  • Identify Continuous Improvement Opportunities: Identify and recommend continuous improvement opportunities in relation to policies, procedures, and initiatives to improve our service and products.
  • Provide Complaints Training: Provide ongoing Complaints training and development to the business on complaint handling requirements and Complaints Feedback Management data integrity.
  • Reporting Operational Risk Items: Reporting all Operational Risk items into ARCHER GRC where process has not been followed and supporting stakeholders in creating action plans to mitigate further risk arising from complaints.
  • Empowered Decision Making: Empowered to make decisions on customer complaints within agreed delegation.
  • Collaboration with Stakeholders: 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 5 Years' Experience: Minimum of 5 years' experience in a complaint handling role.
  • Experience in Dealing with External Disputes: Experience in dealing with external disputes at AFCA.
  • Subject Matter Expertise: Subject Matter expertise of RG271 and Code of Banking Practice.
  • Track Record in Dealing with Customers: A track record in dealing with customers, working in and collaborating with cross-functional teams.
  • Ability to Show Empathy: An ability to show empathy for customers during the complaints process.
  • Ability to Handle Difficult Conversations: An ability to be both confident in dealing with difficult conversations.
About Us

Rabobank Gruppe is a leading specialist in food and agribusiness banking. Our culture is unique, and we strive to create an open, balanced, and flexible workplace where people feel that they belong, can be open and honest, and are supported. We offer a range of benefits, including a hybrid way of working, wellbeing leave, education assistance, parental leave, bonus and additional leave, extra insurance, and a Rabo Workplace Giving program.