Customer Resolution Manager
vor 1 Monat
Rabobank is the world's leading specialist in food & agribusiness banking.
One of our key strengths lies in our people who have a deep understanding of agriculture & are committed to adding long-term value for clients.
Our commitment to our employees & clients is at the heart of everything we do.
At Rabobank our culture is unique, because every day our people work knowing that we are all playing our part in supporting our farmers to feed the world.
Our culture is focused on growing each other.
We strive to create an open, balanced & flexible workplace where people feel that they belong, can be open & honest & are supported.
The role The Customer Resolutions function, within the banks COO Domain, is a newly created centralised complaints function based in Sydney.
The functions core role is to resolve complex customer complaints & disputes as part of Rabobank's obligations under the Banking Code of Practice & ASIC'S Complaints Handling Guide.
Rabobank has an opening for a Customer Resolutions Manager.
Reporting to the Head of Customer Resolutions, you will champion best practice across Rabobank Australia, facilitating the continuous improvement of the complaint framework & process, engaging with key stakeholders, & teams within the organisation to continually improve.
Top Role Accountabilities: Effectively & efficiently manage the investigation & resolution of escalated Internal Dispute Resolution & all External Dispute Resolution complaints in accordance with Rabobank policies, procedures & regulatory obligationsLiaise directly with External Dispute Resolution Scheme (AFCA) as requiredManage complaint costs using commercial acumen & customer centricityRaise systemic issues in accordance with the Complaints & Risk & Compliance FrameworkEnsure vulnerable customers have been managed appropriatelyIdentify & recommend continuous improvement opportunities in relation to policies, procedures & initiatives to improve our service & products.
This includes looking at ways to improve the PEGA Complaints & Feedback Management systemProvide ongoing Complaints training & development to the business on complaint handling requirements & Complaints Feedback Management data integrityReporting all Operational Risk items into ARCHER GRC where process has not been followed & supporting stakeholders in creating action plans to mitigate further risk arising from complaintsEmpowered to make decisions on Customers complaints within agreed delegationWork in conjunction with key stakeholders in Risk & Compliance & Legal to Identify & provide input into policy, process & control improvements identified through complaintsTo be successful you will have: Minimum of 5 years' experience in a complaint handling roleExperience in dealing with external disputes at AFCASubject Matter expertise of RG271 & Code of Banking PracticeA track record in dealing with customers, working in & collaborating with cross functional teamsAn ability to show empathy for customers during the complaints processAn ability to be both confident in dealing with difficult conversationsWhat we're proud to offer you: Rabo@Anywhere is our hybrid way of working at Rabobank & for Australia, that means we have a blend of time working between the office 2 days per week & home.
Wellbeing leave.
These 2 extra leave days support greater work/life balance & is just another way we are helping our employees to lead happier, healthier, & more fulfilling lives.
Education Assistance Program.
Rabobank values the development of its people & has a great Education Assistance Program to assist with professional development.
Parental Leave that supports you and your family while giving you the freedom & flexibility to enjoy this special time (up-to 14 weeks paid leave).
Bonus and Additional Leave.
We realise sometimes 4 weeks Annual Leave isn't enough
At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave & an option to purchase another 2 weeks Annual Leave.
Extra Insurance.
Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death.
Rabobank provides eligible permanent employees with employer-funded Death, TPD & Income Protection Insurance.
Rabo Workplace Giving program.
As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community.
Rabo Workplace Giving program matches employee donations to selected Social Partners.
Other extras including annual equipment / wardrobe allowance; flu shots; health insurance discounts.
Rabobank is committed to diversity & inclusion & is proud to be an equal opportunity employer.
All applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (inclusive of all genders), gender expression, sexual orientation, religion, disability, age or other diversity characteristics not mentioned.
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