Complaints Helpdesk Analyst

1 week ago

Brisbane, Australia ANZ Banking Group Full time

**Job Title**: Complaints Helpdesk Analyst - Suncorp Bank
**Req ID**: 81476
**Department**: SB Strategic Delivery Executive Office
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
As a Complaints Helpdesk Analyst, you will support the configuration and administration of our customer complaint management systems within the Discovery & Oversight team.
The role requires autonomy, excellent time management, initiative, problem solving, communication and stakeholder management skills.
The end objective being that the customer complaint management systems are managed efficiently and effectively across Suncorp Bank.
**Role Location**: 80 Ann Street, Brisbane QLD 4000/ across Australia
**Role Type**: 12-month Fixed Term Contract, Full-time (37.5 hours/week)
What will your day look like?
As a Complaints Helpdesk Analyst, you will lead the management of the ECP helpdesk function and manage the following:
Manage Customer Workbench (CWB) complaints module (add/change) access requests for all users across Suncorp Bank.
Manage and support ad hoc requests and or investigate system errors in CWB.
Provide general assistance on CWB complaint module functionality (work items, etc).
Identify and distribute any other requests (such as reporting) through to the relevant Suncorp Bank team.
Record and track work completed through the helpdesk channel.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Relevant tertiary qualifications in computer science, reporting, analytics, strategy, or business-related discipline. Desired
Demonstrable system management experience within a similar position within financial services or similar service orientated industry
Solid knowledge of customer complaint / feedback management system.
Strong experience working with customer centric systems
Demonstrated experience with designing and rolling out system related programs of change and improvement
Knowledge of Customer Workbench tool highly desirable
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? (AU)
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
20/11/2024, 11.59pm, (Melbourne Australia)

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