Operational Support Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerSupport Full time $90,000 - $110,000
Operational Support Role

The Operational Support Officer will be responsible for providing professional guidance and subject matter expertise to the Customer Care team. The role involves facilitating in-house training of Customer Care staff members, aiding in internal process enhancement, and managing customer complaints with the aim of achieving effective first call resolution.

  • Provide expert guidance and support to the Customer Care team.
  • Facilitate in-house training and enhance internal processes.
  • Manage customer complaints and resolve issues efficiently.
  • Oversight and management of stakeholder relationships.
  • Supervise daily operations and implement strategies.

Key Responsibilities:

  • Understand the Bank's Risk profile and its impact on the Customer Assist department.
  • Develop the Customer Care team to ensure appropriate skills, techniques, processes, and innovations are in place.
  • Assist the Customer Care Team Leader in cultivating and managing an engaged workforce.
  • Provide exceptional customer service and handle complaints professionally.
  • Identify opportunities for process improvements and work with stakeholders to implement them.

Requirements:

  • Tertiary qualifications desired but not mandatory.
  • Understanding of legal and regulatory frameworks in financial services.
  • Strong experience in the financial services industry, preferably in a Collections environment.
  • Proven track record of driving process improvement to achieve targets.

Why Join Us?

We're committed to creating a workplace where people from all backgrounds can thrive in an environment of inclusivity and mutual respect. We welcome applications from everyone and invite you to talk to us about any adjustments you may require to our recruitment process or the role itself.

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