Customer Manager, Internal Disputes Resolution – 51573 Full time Permanent Based in Kogarah NSW, or Bedford Park, SA Hybrid working arrangement – 3 days in office/2 days WFH How will I help? The Customer Manager is an important role within Customer Solutions and is critical to achieving our goal to deliver a world class complaints experience. You will be responsible for enabling fair and timely resolution of escalated customer complaints and recovering customer advocacy.
You will provide a high-quality resolution and written outcome after a full investigation of all relevant facts, whilst adhering to complaint management regulatory requirements, business process and guidelines.
You will be solving customer concerns, identifying and escalating possible systemic issues, risk incidents, continuous process improvements opportunities and managing complaints raised via our Internal Dispute Resolution portal.
What do I need? To be successful in this role you will have solid experience in a customer-centric and disputes resolution role. You will have a passion for customer focus and the ability to delight our customers.
You will have strong problem-solving skills and not be afraid to challenge the status quo. You will bring a high level of energy and enthusiasm coupled with an empathetic, courteous, and curious nature.
You will have the ability to manage performance independently and deliver results as part of a team.
Experience in Fraud & Scams, Consumer & Business Lending and Everyday Transactional Banking would be highly desirable.
How do I apply? Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone. If you're interested in discussing workplace flexibility, please feel free to mention it in your application.
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