Customer Advocacy Senior Specialist

6 days ago

Brisbane, Queensland, Australia Great Southern Bank Full time $90,000 - $120,000 per year

As the Customer Advocacy Senior Specialist, you will be responsible for managing and resolving complex customer complaints with Australian Financial Complaints Authority (AFCA). You will report to the Senior Manager Customer Advocacy who plays an important role in the Enablement leadership team.

This position is open to candidates in Brisbane, offering you the flexibility to work from home two days a week.

You'll make an impact by:

  • Accountable for the day-to-day operations of managing customer and Industry Ombudsman escalated complaints
  • Investigating complaints to identify underlying issues and recommending solutions to prevent recurrence.
  • Uncovering customer problems and concerns, seeking suitable evidence-based responses to resolve, and capture root causes to help diagnose improvement opportunities
  • Support junior team members to manage challenging cases and customers
  • Proactively look for ways to improve the customer experience, products and services and the way we deliver on our customer promise

Do things differently with us

  • To succeed in this role, you will have:
  • 5+ years' experience within the Financial Services Industry
  • Relevant qualifications in dispute resolution, law, or a related field are advantageous
  • Proven experience in conflict resolution, including negotiation and dispute investigation
  • Experience in communicating with AFCA, along with a comprehensive understanding of their processes and the rules governing their decision-making
  • Demonstrated experience successfully managing complaints and complex customer issues, and a commitment to delivering customer experience excellence
  • Excellent verbal and written communication, simplifying complex issues.
  • Strong analytical skills for assessing complex situations

Why Great Southern Bank?

Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families.

Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:

  • Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
  • Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
  • Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more

Imagine working for a bank that truly helps people. You can.

Questions? Please contact our Talent Acquisition team at

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.

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