Leading banking client is hiring for a Case Manager- Customer Relations with AFCA and EDR experience! Initial contract until December 2024 plus potential extension!

Role purpose:

Case Manager Customer Relations plays a vital role within the organisation, providing a key point of contact for cases that have gone through The Australian Financial Complaints Authority (AFCA) for remediation.

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

You will also represent the banks' position in conciliation calls with AFCA and customers.

As a member of the Customer Relations Team, you will identify potential/actual risks associated with complaints and work across the Wealth and Personal Banking business to ensure they are addressed.

Roles & Responsibilities:

• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decisions to resolve financial complaints fairly and efficiently.
• Ensure adherence to SLA's set out by AFCA with each complaint or information request, ensuring that all questions are answered and appropriate documents/calls are uploaded.
• Managing and resolving AFCA complaint matters efficiently, engaging with in-house legal, compliance and risk teams for complex and sensitive cases as required.
• Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
• Managing executive complaints.
• Use initiative and discretion in day to day work, especially when dealing with sensitive or contentious issues.
• Complaints responsibility, from initial contact to liaising with and advising officers and senior managers who provide investigation reports and complaints responses.
• Analysing information provided and obtained during an investigation and assessing it in determining the validity of a complaint.
• Drafting response letters or reports that address issues raised by the complainant and presents complex arguments comprehensively and clearly.
• Initiating an effective course of action for resolving internally and externally lodged complaints.

If interested APPLY NOW!

Aishwariya Aramakrishnan
Recruitment Specialist
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