Operational Support Officer, Customer Care

**Job Title**: Operational Support Officer, Customer Care - Suncorp Bank
**Req ID**: 96734
**Department**: SB Specialist Customer Care
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
As the Operational Support Officer (OSO), you will be responsible for:
Facilitation of in-house training of Customer Care staff members and aid in internal process enhancement.
Assisting team members in the handling of complex cases requiring strong problem-solving skills, a deep understanding of company policies and procedures and excellent communication skills.
Management of customer complaints, aiming to achieve an effective first call resolution for the customer and the Bank.
Oversight and management of internal and external stakeholder relationships relating to Customer Care and the wider Customer Assist department.
Supervising the daily operations of the Customer Care team, ensuring individual and team strategies are executed.
Conducting Quality assurance and performance review activities including delivery and implementation of feedback and corrective actions.
**Role Location**: 80 Ann Street, Brisbane QLD
**Role Type**: Permanent, Full-time
What will your day look like?
**As an Operational Support Officer, you will**:
Understand the Bank’s Risk profile its impact on the Customer Assist department. Assist in the development of the Customer Care team to ensure appropriate skills, techniques, processes, and innovations are in place to enable the implementation of ‘best practice’ to achieve the overall Customer Assist goals and objectives.
Assist the Customer Care Team Leader in cultivating and managing an engaged workforce committed to executing recoveries strategies and exceeding performance targets.
Providing exceptional customer service to customers, team members and stakeholders, and the handling of complaints in a timely and professional manner.
Proactively identifying opportunities for process improvements, working with internal stakeholders to implement these improvements.
Building and maintaining relationships with key stakeholders inclusive of customers, external vendors, other Customer Care teams and internal relevant departments.
Utilising reporting to identify trends, training, and development needs for team members, and providing appropriate performance management strategies to uplift performance and close gaps.
Monitoring and analysing the team’s key metrics, ensuring early intervention of deterioration of the portfolio.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Tertiary qualifications desired, but not mandatory.
Understanding of the legal and regulatory framework in which Customer Assist must operate and constraints imposed by law, desired.
Banking and lending experience desired, but not mandatory
Strong experience in financial services industry, preferably in a Collections environment.
Proven record of driving process to achieve desired targets.
You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?
Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.
Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.
Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.
Job Posting End Date
27/06/2025, 11.59pm, (Melbourne Australia)