Complaints Management Analyst

5 days ago

Sydney, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: Aust - NSW Metro
- **Work in this fast-paced environment and achieve positive customer outcomes**:

- **We embrace diversity & inclusion at our core**

**About You**

As **Complaints Management Analyst**, you will be responsible for monitoring, assessing, analysing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations.

From initial customer contact through to resolution, you will create a positive customer experience through:

- Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
- Provide our customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
- Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
- Ensure all departmental service level agreements are met.
- Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
- Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
- Undertake process improvement related projects which are focused towards providing a seamless customer experience.
- Identify and report possible preventable complaints and ensure appropriate coaching is provided,
- Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions.
- Actively participate in mediation and conciliation of the complaint cases.
- Manage and minimize potential escalation of complaints to the media avoiding litigation.
- Participate in improvement initiatives and make pro-active constructive improvement recommendations.

**What you will bring**
- Knowledge of external dispute resolution schemes
- Demonstrated customer orientation along with customer advocacy skills and ability to problem solve
- Attention to detail with excellent time management, business writing and communication skills
- Proven ability to negotiate with others to develop and deepen stakeholder relationships
- Ability to make independent, impartial and fair decisions in dispute matters
- Ability to self manage
- Proven mediation skills and the ability to stay calm and constructive under pressure
- Ability to efficiently manage a complex case load

**How to apply**

If you think this role is the right fit for you, we invite you to apply. We are keen to find out who you are and what drives you. We’d love to share our vision for the future of banking.

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