Customer Relations Case Manager

1 week ago

Melbourne, Australia ME Bank Full time

**About the Role**

We have an exciting opportunity for a motivated individual to join a passioante team as our new Customer Relations Case Manager.

The Customer Relations Case Manager is responsible for fair and timely case management of internal customer complaints and will investigate, conduct root cause analysis, and coordinate and liaise with specialist teams to gather required information to reach a suitable resolution within the required timeframes.

By adhering to BOQ Group’s Complaints Policy and Procedure, the Customer Relations Case Manager will play a pivotal role in ensuring complaints are managed in compliance to RG 271, and customer feedback is captured to support continuous improvement of our products, processes and customer experience.

**About You**

We're looking for an analytical thinker, with good judgement and communication skills, who also posseses:

- Knowledge of RG 271 and other relevant consumer protection laws
- An understanding of products and services offered by the bank
- Ability to demonstrate and act with empathy, respect and courtesy
- Awareness of cultural differences and the ability to identify and assist complainants who need additional assistance
- Demonstrated competence in decision making, dealing with pressured situations and ability to defuse difficult situations
- Previous experience in a sales or customer focussed environment especially within Financial Services (complaints or contact centre)
- Knowledge of call centre telephony and technology
- Strong computer literacy and the ability to learn new systems quickly
- A strong customer focus with the ability to make commercial decisions and negotiate fair outcomes
- Demonstrated resilience and capability to self-manage, plan and manage workload

**About ME**

ME was created to be different - with a core purpose to help all Australians get ahead - regardless of gender or identity, sexuality, ethnicity, religion or disability.

We are also part of the larger BOQ Group, which, excitingly for our employees, creates opportunity to progress & diversify roles for future career growth.

**Perk ME up**

Once you get your feet in the door at ME, we’ll put them both in your very own ME-branded high top sneakers. You’ll also get the following financial, health and fun perks when you join the team:

- ME branded vehicle
- 4U Extras portal (discounts and cashback on 100s of items including cinemas, shopping and gym memberships
- Purchased Leave programme
- Internal wellness programme (Mindfully ME)
- Professional education through LinkedIn Learning
- Novated Leasing
- Flu Vaccination
- Financial education (To help you manage your money smarter)
- ProudlyME (our LGBTI network) and Women at ME affinity groups

**I was born to play this role**
- Please note: To be considered for this role, you must be an Australian Permanent Resident or Australian Citizen._

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