AddressThe role of the Customer Care Consultant is to support the Bank’s complaints processes and ensure client complaints are responded to within specified timeframes.
The Customer Care Consultant strives to provide high quality responses with a focus on converting unhappy clients into loyal promoters of our brands.
About You
- Maintains a strong client focus and demonstrates a commitment to resolving complaints through action;
- Maintains confidence and resilience when liaising with internal and external stakeholders to solve problems, escalate client pain points and influence outcomes;
- Ensures accurate recording of feedback and complaint information, and submits any incidents that arise from the complaint;
- Assist with member enquiries and payments related to remediation efforts, including recording of remediation contacts and payment information, account reviews, transaction investigations, and dispute resolution, while adhering to established policies and procedures.
- Continuously monitor the remediation inbox and phone queue, prioritising incoming enquiries based on urgency and complexity, and proactively identify opportunities to streamline processes and improve efficiency.
- Assist with completing the remediation outbound contact process to ensure that reasonable endeavours are taken to communicate and pay remediation to current and former clients.
- Regularly liaise with the Banks Remediation Team regarding remediation workflow progress, activity planning and to report on lessons learned and process improvements.
- Adheres to the Bank’s 1LoD IDR program in accordance with Regulatory Guide 271;
- Undertakes effective root case analysis in respect of complaints to identify recurrent or systemic issues and contributes to process and service improvement opportunities to deliver enhanced client service and to reduce further complaints;
- Maintains a detailed understanding of associated systems, processes and procedures;
- Facilitates a positive complaints management culture that welcomes and values complaints.
- Manages remediation client contact and payment workflow for TMBL as delegated to the Customer Care team.
- Minimum 3 - 5 years banking industry experience in a customer/member service role.
- Financial Service Reform, Tier 2 Compliance Certificate.
- Candidates with remediation experience are highly regarded
- Handle phone inquiries from members regarding remediation processes
- Ability to work independently with minimal supervision, as well as collaboratively as part of a team, to achieve common goals and deliver exceptional service to members.
- Detail-oriented with strong organisational skills, capable of managing multiple tasks simultaneously and prioritising workload effectively to meet deadlines.
- Flexibility to adapt to changing priorities and business needs
About us:
Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.
We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.
We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.
Our employees embrace our organisation’s values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.
We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!
How to apply:
Please click the APPLY button and follow the prompts.
For a confidential conversation, please contact Jonathan Hsu on ************@hays.net.nz
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.
Additional information
- Join our supportive and collaborative Customer Care team
- Receive discounts available to employees, family and friends
- Hybrid model of 50/50 WFH and in office
