Customer Manager, IDR Complaints

2 weeks ago

Kogarah, Australia Westpac Group Full time $80,000 - $120,000 per year

Create your best future and join Westpac as a Customer Manager – Complaints, Internal Disputes Resolution

  • Full time Permanent
  • Based in Kogarah NSW
  • Hybrid working arrangement – 3 days in office/2 days WFH

What's the role?

The Customer Manager is an important role within Customer Solutions and is critical to achieving our goal to deliver a world class complaints experience.

The Customer Manager is responsible for enabling fair and timely resolution of escalated customer complaints and recovering customer advocacy.

You will provide a high-quality resolution and written outcome after a full investigation of all relevant facts, whilst adhering to complaint management regulatory requirements, business process and guidelines.

You will also be solving customer concerns, identifying and escalating possible systemic issues, risk incidents, continuous process improvements opportunities and managing complaints raised via our Internal Dispute Resolution portal.

What do I need?

To be successful in this role you will have a solid working in a customer centric and Internal/External disputes resolutions role. You will have a passion for customer focus and ability to delight our customers.

You will have strong problem-solving skills and not be afraid to challenge status quo. You will bring a high level of energy and enthusiasm coupled with an empathetic, courteous, and curious nature.

You will have the ability to manage performance independently and deliver results as part of a team.

Experience in the following areas and products would be highly desirable:

  • Business & Commercial Lending
  • Business Everyday Banking
  • Merchant & Business Credit Cards
  • Consumer Lending & Everyday Banking

Why join us?

We're obsessed with becoming our customers #1 banking partner for life and we're looking for people who are passionate about helping us achieve that goal. In return we're committed to making Westpac the best place to work in the country. Here are just a few of the ways we're already doing that:

  • Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates
  • Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
  • Tailored learning and development opportunities to help your grow your career within the bank.
  • Lots of opportunities to 'give back' to the Community by getting involved in our many volunteering initiatives

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We're all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website .

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