Case Manager - Critical And Complex Complaints

Do work that matters

Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.

Customers today have greater expectations of us, and when we fall short GCR helps to make things right. We listen and respond to customer complaints - from the simple to the extremely complex using advanced investigation, problem-solving and negotiation skills to improve customer experience, deliver fair outcomes and repair relationships with empathy in a timely, fairly, ethical manner.

As a Case Manager, you play a critical role in listening to customers, investigating complaints and putting things right where we have done wrong.

See yourself in our team

You will be joining a positive, enthusiastic and customer-oriented team with a strong sense of purpose and drive to enhance the financial wellbeing of our customers and communities by delivering exceptional customer experiences and fair outcomes.

The Critical and Complex Complaints team manages complaints involving complex legal issues and complaints received from Executive Offices, Group Marketing, Group Legal and Government Affairs. The team has a deep understanding of community, customer and regulator expectations and the external factors that can contribute to a changing landscape for customer dispute resolution, and delivers detailed, efficient and proactive outcomes to complex and critical customer disputes.

The Critical Care team is specialist multidisciplinary team within GCR combining skills across complaint handling and customer support services who manage escalated complaints from our customers experiencing specific sensitivities/vulnerabilities to ensure that our customers who need us most receive consistent and appropriate specialist care in a timely manner by focusing on supporting customer vulnerabilities alongside the management of the complaint.

For both teams, the complaints that we manage relate to a range of different subject matters areas including banking, lending, wealth and advice and include sensitive general, Critical and Complex disputes which span all products and issue types. Comprehensive vulnerability training and support will also be provided to equip you with the tools and confidence to help our customers who come to us with diverse needs and face unique challenges.

On any given day your key responsibilities will include:

• Efficiently investigating and resolving complex and/or sensitive complaints.
• Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
• Responding directly to customers with warmth and empathy throughout the complaint experience.
• Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
• Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
• Identifying improvements in the complaint management process or other process breakdowns to ensure the end to end experience improves
• Identifying systemic issues and trends, and any compliance concerns arising from inbound complaints managed by the team
• Raising and contributing to continuous improvement ideas and processes to refine the customer experience
• Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements
• Participating in initiatives driven by the Customer Relations Leadership team as required
• Contributing to the protection of the Group from emerging issues by leveraging proprietary insights, effective feedback and developing strong relationships

We're interested in hearing from people who have:

• Proven experience (1 to 3 years) in dispute resolution, investigation, negotiation and facilitation in a customer focused environment.
• Advanced oral and written communication skills.
• Outstanding customer focus with strong stakeholder management skills and experience in effectively engaging and negotiating all levels of management.
• Strong problem solving and planning skills.
• Sound level of commercial acumen and knowledge of business practices, processes and systems in a large corporate entity.
• Strong time management and organisational skills including the ability to manage competing priorities in a high-volume, high-pressured environment.
• Solid experience in product & process knowledge with a high attention to detail.
• A deep understanding of community, customer and regulatory expectations.
• Resiliency - ability to bounce back from challenging interactions and manage through complexity and uncertainty.

Kindly note our teams are based in Melbourne and Sydney so we can only consider applicants based in these locations.

This is a 12-month secondment/fixed-term contract.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 08/03/2024