Customer Advocacy - Complaints Manager

Location Sydney CBD
Discipline IT Executives
Job reference 174488
Salary Super

Leading banking client is hiring for Complaints manager with IDR and AFCA experience! Based in Sydney CBD!APPLY NOW!


Role purpose:

The Customer Advocacy Complaints Manager plays a vital role within the organization, providing a key point of contact for scam and potentially vulnerable IDR cases including complaints escalated to Executives within The bank and when required cases that have been escalated to AFCA at any stage of the AFCA compliant process.

They will be responsible to support the customer and the business to facilitate handling of complaints to ensure that, by using information provided by the internal stakeholders following investigation, questions and concerns are adequately addressed. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.

Roles & responsibilities:


  • Responsible for investigating, managing and drafting responses to customers for IDR scam and potentially vulnerable customer complaints in compliance with RG271 and AFCA R&R scam and potentially vulnerable customer complaints in compliance with the Bank's obligations to AFCA. Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers who are responsible for providing investigation reports and complaints responses. This involves supporting staff and reviewing responses to ensure they cover all aspects of the original complaint, and comply with the complaints procedure and statutory requirements.
  • Effectively investigating the complaint, including accessing information held in all the bank's systems and the Complaints database.
  • Analyzing information provided and obtained during an investigation and assessing it in determining the validity of a complaint.
  • Drafting a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively and clearly.
  • Initiating effective course of action for resolving internally and externally lodged complaints
  • Liaising with relevant areas of the Bank including business areas within WPB, HOST and CMB as well as Regulatory Compliance and Legal as part of complaint investigations and preparation of response letters.
  • Analyse customer complaints to ensure the identification of root causes of issues as well as development and implementation of recommendations for addressing them
  • Understanding of Collections procedure and legislation to assist with collection complaints, where required and responsible for setting up and updating complaints logged in the Complaints database (CMS).

If interested APPLY NOW!


Aishwariya Aramakrishnan
Recruitment Specialist
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