Customer Advocacy Specialist

As a Customer Advocacy Specialist you will be responsible for the investigation, resolution and response to escalated customer feedback. This includes customer complaints referred to internal dispute resolution and the industry Ombudsman. You are accountable for the analysis and reporting of feedback data to understand continuous improvement and quality assurance opportunities highlighted by customer feedback.

In your role, you have the opportunity to deliver customer insights - now that's important We want to see you grow your career and make your own life rich. Our customers want to escape being treated as a number, and so do you. So set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story.

This position is a full-time permanent position located in the Brisbane head office.

**Your Business**
The Great Southern Bank Customer Advocacy team sits within the broader Customer Experience Team. This division drives transformation across Great Southern Bank to optimise our customers’ journeys. We use insights derived from customer feedback, voice of customer and external research to inform proposition design and execution. Our goal is to ensure that Great Southern Bank provides leading end to end customer experiences.

**Your team**
- Have the customer at the centre of everything we do
- Place high value on customer feedback and are committed to embedding a collaborative feedback culture
- Constantly looking for possibilities to drive customer experience excellence and business/process improvement
- Energised by working with the business to build trusting relationships and influence change
- Technically skilled, savvy and forward thinking
- Committed to embedding our customer feedback culture - customer centric ‘fit for Great Southern Bank’ advice and support services
- Motivated by continuous improvement of service excellence

**Your role**
We have a great appreciation for the importance of our brand and it's connection to our values, so you and your team are highly valued and integral in our success. In your role, you have the opportunity to deliver customer insights - now that's important We want to see you grow your career and make your own life rich. Our customers want to escape being treated as a number, and so do you. So set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story.

**Your responsibilities**
- Leadership and Continuous Improvement: You are accountable for creating a culture of exceptional service, teamwork, commitment to excellence and a professional ethic that enables the achievement of team and organisational objectives. You are accountable for the day-to-day operations of managing customer and Industry Ombudsman escalated complaints and providing information and maintaining a relationship with the case manager of the External Dispute Resolution (EDR) scheme. You are always proactively looking for ways to improve the customer experience, our products and services and the way we deliver on our customer promise.Your key measures of success are: customer and partner satisfaction and engagement, and actionable initiatives.
- Relationship Management: You lead a customer centric culture in all interactions and always have the customer front of mind in your work. Through all of your actions, you work to make real connections and genuinely understand the needs of our business and our customers. You build relationships across the business and engage with stakeholders to understand, align and deliver solutions that meet agreed business requirements.
- Management of Escalated Feedback: Under the umbrella of our Foundations strategic theme, Great Southern Bank aims to deliver a better service experience, knocking-out

areas of customer concerns and transition to customer friendly digital services - you are responsible for uncovering the genuine customer problems/concerns, providing ideas for improvement, enable fact based decisions and give us the chance to retain the customer and their trust. You provide information and assistance and maintain a relationship with the case manager of External Dispute Resolution (EDR) scheme.
- Customer Feedback Analysis and Reporting: You proactively manage customer feedback reporting framework across the business. You analyse customer feedback, in particular complaints to identify trends and systemic issues.

**Your experience**
- 5+ years experience within the Financial Services Industry
- Demonstrated experience successfully managing complaints and complex customer issues, and a commitment to delivering customer experience excellence

**Your qualifications**
- Degree in Business or similar qualification, or experience equivalent
- Strong lending knowledge and experience
- Experience in Business Process Re-engineering related discipline, or similar
- Knowledge of relevant regulatory, industry and compliance obligations

**Your