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SalaryLeading banking client is hiring for a Case Manager- Customer Relations with AFCA and EDR experience! Initial contract until December 2024 plus potential extension!Role purpose:Case ManagerCustomer Relations plays a vital role within the organisation, providing a key point of contact for cases that have gone through The Australian Financial Complaints Authority (AFCA) for remediation.You will be responsible for supporting the customer and the business to facilitate handling of complaints to ensure that questions and concerns are adequately addressed, by using information provided by internal stakeholders following investigation,. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.You will also represent the banks' position in conciliation calls with AFCA and customers.As a member of the Customer Relations Team, you will identify potential/actual risks associated with complaints and work across the Wealth and Personal Banking business to ensure they are addressed.Roles & Responsibilities:
- Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decisions to resolve financial complaints fairly and efficiently.
- Ensure adherence to SLA's set out by AFCA with each complaint or information request, ensuring that all questions are answered and appropriate documents/calls are uploaded.
- Managing and resolving AFCA complaint matters efficiently, engaging with in-house legal, compliance and risk teams for complex and sensitive cases as required.
- Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
- Managing executive complaints.
- Use initiative and discretion in day to day work, especially when dealing with sensitive or contentious issues.
- Complaints responsibility, from initial contact to liaising with and advising officers and senior managers who provide investigation reports and complaints responses.
- Analysing information provided and obtained during an investigation and assessing it in determining the validity of a complaint.
- Drafting response letters or reports that address issues raised by the complainant and presents complex arguments comprehensively and clearly.
- Initiating an effective course of action for resolving internally and externally lodged complaints.
Recruitment Specialist
Let's ConnectManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.Aboriginal and Torres Strait Islander people are encouraged to apply.By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more -State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856
