Address- Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days
- Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
- Yearly salary reviews.
The Customer Experience Team is responsible for ensuring all Latitude products within the Customer Service Department meet the businesses policies, procedures and regulatory compliance requirements from a Voice & Digital perspective.
As a Customer Experience Analyst, you will work within a team environment and partner with business leaders to ensure improvement in compliance and drive a Customer First focus.
Key to your success in this role is the ability to maintain a thorough understanding of our legislation, products, platforms, systems and processes.
Let’s look at some key responsibilities:
- Line 1 call and digital reviews to be conducted in accordance with the Line 1 Framework for the Customer Service department to ensure all audits meet our regulatory requirements and are delivered within business timeframes.
- Actively identify and highlight call and digital improvements for quality customer interactions from the Line 1 reviews and deliver feedback accordingly to the Customer Service Department.
- Evaluate and report on customer interaction trends using the Customer Experience Team call-flow structure form to drive metric-based success in the Customer Service Department across system, performance, culture, and CX trends.
- Maintain a thorough understanding of our legislation, products, platforms, systems and processes.
- Log and maintain issues using our internal system and remain vigilant around changes to policies and procedures if or when they occur.
- Work with Team Leaders & Process Leaders to ensure Line 1 reviews are calibrated where necessary.
- Actively contribute to improvement ideas in conjunction with key internal stakeholders.
- Complete analysis and reporting as required.
- Come with a strong Understanding of how risks relate to business processes and the business ‘risk and control’ environment, be curious and look to effectively problem solve.
Ideally, we're looking for the following:
Let’s look at you:
- Have a solid understanding of internal policies, processes and guidelines used within the Customer Service Department.
- You’re proactive and take initiative to improve Customer Experience. - an information gatherer and love to provide feedback effectively to improve overall performance
- Display good teamwork, internal stakeholder management skills and the ability to work with a variety of people – your ‘re flexible, can work autonomously and with others.
- Remain energetic and approach challenges with a positive mindset and adapt/learn quickly.
- Be strategic and effectively manage your time and prioritise workload based on business requirements.
Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident you’d be a good fit, we’d love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money. Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
