Senior Customer Relations Specialist

• Flexible working locations of QLD, NSW or VIC
• 6-month parental leave secondment opportunity
• Act as a mentor and coach new team members and play an integral part in their progression

Join us as a Senior Customer Relations Specialist! Take charge of resolving customer complaints fairly, investigating issues aligned with business kyland customer needs. Ensure compliance with regulatory standards such as the Banking Code of Practice and ASIC RG271. Provide crucial administrative support to our Internal Customer Relations team while offering guidance and training to our specialists. Be part of upholding our high standards through monthly Quality Audits.
What you'll do

• Achieve team performance benchmarks and targets for tracking, resolving, and reporting complaints within agreed timeframes and legislative standards.
• Deliver timely resolution of customer concerns, ensuring effective communication and adherence to privacy principles, industry codes, and legal/company standards.
• Execute delegated authority to resolve complaints by evaluating policies, applying discretion, and striving for fair outcomes.
• Identify opportunities for system, process, product, sales, or service improvements and make recommendations to relevant areas.
• Meet quality audit requirements consistently and conduct quality assurance reviews for Customer Relations Specialists to ensure compliance.
• Contribute to the continual improvement of complaint policies and procedural frameworks, educating stakeholders on identified pain points for enhancing customer experience.

What you'll bring

• Minimum 18 months to two years of experience in dispute resolution, including at least six months autonomously handling complaints
• Advanced knowledge of banking products, systems, processes, and comprehensive understanding of relevant compliance standards, legislative requirements, and industry codes
• Excellent verbal and written communication skills, proven problem-solving ability, and decision-making skills to address customer issues confidently and effectively
• Proven negotiation skills to produce win-win solutions for both customers and the business
• Proficiency in computer literacy (Windows environment), time management, analytical skills, and attention to detail for accurate recording and resolution of customer disputes
• Resilience and adaptability to bounce back from setbacks, manage change effectively, and deliver quality customer service committed to enhancing customer experience

If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact