Customer Manager, Disputes Resolution

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?

At Westpac, we're passionate about becoming our customers' #1 banking partner for life and we know that starts with creating the best workplace in the country. For Aboriginal and Torres Strait Islander peoples, that means more than just a job.

• 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 for example dedicated Sorry Business, Lifestyle and Wellbeing leave. 
• Tailored career support through our Indigenous Careers Team, and growth opportunities like the Echo mentoring program and Jawun secondments. 
• Lots of opportunities to 'give back' to the Community by getting involved in our many volunteering initiatives including our Brothers & Sisters Employee Advocacy Group and our annual Indigenous Bayala Djurali Summit.

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.

At Westpac we aim to help Aboriginal and Torres Strait Islander Australians succeed by supporting Indigenous employees to build meaningful careers. Westpac has been granted an S126 Exemption to sections eight (8) and fifty-one (51) of the Anti-Discrimination Act 1977 (NSW); this allows us to advertise and recruit this role exclusively to Aboriginal and Torres Strait Islander applicants. This forms part of Westpac's strategy to foster a multicultural, vibrant and diverse workforce.