Internal Dispute Resolution Case Manager

1 week ago

Canberra, Australia Commonwealth Superannuation Corporation (CSC) Full time

Posted: 31/10/2024

Closing Date: 14/11/2024

**Job Type**: Contract

Location: Canberra

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We’re proud to wear the government crest, and proud to serve those who serve our country.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we’re always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

**The drive to make a difference.**

**Your new role**

We are seeking resilient and motivated individuals who are passionate about solving problems for customers whilst delivering the best possible outcomes within frameworks, legislation and regulations.

As the Internal Dispute Resolutions Case Manager, you will effectively case manage escalated customer care enquiries and formal complaints covering all schemes across CSC. You will put customers first and communicate clearly to better understand their motivations and triggers.

You will use effective questioning techniques and analysis to understand the cause of the complex complaints and provide an appropriate resolution.

**Primary responsibilities include**:

- Investigating, analysing and resolving formal complaints and customer care cases within legislation and SLA’s
- Liaising with key internal and external stakeholders and preparing written responses to a high standard
- Preparing formal written responses to customer complaints in a manner which results in high levels of customer satisfaction and ensures all issues/concerns have been addressed and CSC’s position is fair and reasonable

**Desired Skills and Experience**:
**What you need to excel**
- Prior case handling or case management experience, highly desired
- Experience or exposure to a regulated/legislated environment
- Excellent communication skills - written and verbal. (Be willing to pick up the phone to talk to customers when required)
- Well-developed time management skills that help you effectively manage competing priorities
- The ability to build relationships with internal stakeholders at all levels
- Ability to identify potential training/learning opportunities to encourage a continuous improvement focus
- Capability to take initiative and think outside the box
- Exposure to de-escalation techniques and resilience on complex cases
- Proficiency in excel, a bonus

**What will you get in return?**
- 12 month Randstad contract with attractive hourly rates
- Opportunity to join a highly experienced and knowledgeable team
- Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**How** **do I apply?**

**Please note**: Agency submissions will not be considered for this position**

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