Complaints Management Analyst

1 day 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.

  • Complaint Resolution Analyst

    1 day ago

    Sydney, Australia CMC Markets Full time

    Complaint Resolution Analyst Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries. CMC offers an award winning online and mobile trading platform,...

  • Complaints and Customer Resolution Administrator

    1 week ago

    Sydney, Australia Combined Insurance Full time

    **Your Role** This role will be part of the Complaints and Customer Resolution Service and provides support to the AU and NZ CCR Service with complaint registrations, data analysis and reporting and other administrative activities. The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize...

  • Complaints and Customer Resolution Administrator

    1 week ago

    Sydney, Australia Chubb Full time

    **Your Role** This role will be part of the Complaints and Customer Resolution Service and provides support to the AU and NZ CCR Service with complaint registrations, data analysis and reporting and other administrative activities. The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize...

  • Complaint Resolution Manager

    1 week ago

    Sydney, Australia CFS Full time

    Complaint Resolution Manager Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people...

  • Complaint Resolution Manager

    1 week ago

    Sydney, Australia CFS Full time

    Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a...

  • Complaint & Customer Resolution Manager

    1 day ago

    Sydney, Australia Chubb Full time

    **Your Role** You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience...

  • Complaints Officer

    5 days ago

    Sydney, Australia NSW Ombudsman Full time

    **Complaints Officer** **Pursuing fairness for the people of NSW** **Vacancy**: Complaints Officer, Clerk Grade 5/6, Complaints & Resolution Branch (Community Services Stream) **Location**: Sydney CBD with hybrid and flexible working options. **Employment**:Ongoing or temporary. A talent pool will be created from this recruit for other streams within the...

  • Engineer - Complaints

    1 week ago

    Sydney, New South Wales, Australia ResMed Full time

    Job SummaryResmed's products must comply with the regulatory requirements applicable to medical devices for the markets in which they are sold. Resmed products are marketed based on a reputation of high quality. The Post Market Surveillance (PMS) team supports Resmed's products sold to the global market and overall strategy to maintain quality, safety, cyber...

  • Quality & Insights Analyst

    1 week ago

    Sydney, Australia Insignia Financial Ltd Full time

    Quality & Insights Analyst **Location**:SYDNEY, NSW, AU, 2000MELBOURNE, VIC, AU, 3008BRISBANE, QLD, AU, 4000 **Employment Type**:Permanent Full Time - Take the next step in your QA career — grow your insights and analytics capability - Influence positive change and improve the customer experience - Permanent Full-Time position, based in Melbourne, Sydney...

  • Complaints Officer

    6 days ago

    Sydney, New South Wales, Australia DWF Full time $90,000 - $120,000 per year

    Why join us?Proclaim DWF is looking for a Complaints Officer to work part time (3 days a week) in our Sydney officeThe Complaints Officer will coordinate, investigate and respond to complaints relating to the claims management services of Proclaim DWF. This role will develop processes, procedures and strategies for a robust complaints handling process and...