Address- The opportunity to make a genuine difference & contribution
- 12-month contract opportunity based in Brisbane, Sydney or Melbourne
We are seeking a 1st in class Customer Relations Specialist to join our Internal Customer Relations team. This team is responsible for resolving Internal complaints that arise in banking. The Customer Relations team is committed to continuously improving the quality of our customers’ experiences. You will manage the investigation and response to the verbal and written complaints of our customers, aligned to both business and customer needs, while ensuring the outcome provided to the customer is fair in all the circumstances.
What you’ll do
- Ensure accurate recording and maintenance of customer identification relevant to the resolution of complaints.
- Deliver timely resolution of customer concerns, communicating effectively with customers in writing or verbally to resolve their complaints using privacy principles, industry codes and legal and company standards.
- Achieve team performance benchmarks and targets including the tracking, resolution and reporting of complaints.
- Meet quality audit requirements and benchmarks on a consistent basis for all written complaints.
- Attention to detail – accurate and timely recording of all aspects of complaints management.
- Effectively resolve a complaint by performing a review of our business decisions and policies (fair and reasonably), balancing the needs of the business and our customers.
- Supports leadership team to define objectives/deliverables and required resources to achieve targets.
- Contribute to team goals and performance standards through active participation in teamwork and proactive support for peers.
- Be a passionate role model and a proactive team member.
What you’ll bring
- Qualifications and/or experience in Dispute Resolution and/or complaints handling desired.
- Business Banking, Personal Banking or Lending experience desired.
- Exceptional written and verbal communication skills, in particular the ability to communicate technical legal terms/findings in ‘plain English’ to customers
- Having a genuine customer focused approach with the ability to recognise and implement business strategies to drive profitable growth, customer acquisition, customer experience and sales productivity.
What we can offer
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
- We offer support and various programs for our people: Employee Assistance Program (EAP), Health & Wellbeing, Study Support, Employee Referral Program, Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition.
Important note: In July 2022, Suncorp announced to the market that it had entered into an agreement to sell the Suncorp Bank business to Australia and New Zealand Banking Group Limited (ANZ) (the Sale). The Sale remains subject to regulatory and government approvals (including Australian Competition Tribunal approval). If all approvals for the Sale are received, this role will transition to Suncorp-Metway Limited (SML) which will become part of the ANZ corporate group.
By applying for this role, you agree that Suncorp may provide your application details (which may include your personal information) to ANZ if/when the Sale is finalised if (a) the recruitment process is still underway, or (b) your application for this role is successful. You also acknowledge that if/when the Sale is finalised ANZ may conduct pre-employment screening checks as part of their profile process. Please see the Applicant Privacy Statement for more detail.
