Customer Resolution Manager

at  Rabobank

ABOUT US

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 obligations
• Liaise directly with External Dispute Resolution Scheme (AFCA) as required
• Manage complaint costs using commercial acumen & customer centricity
• Raise systemic issues in accordance with the Complaints & Risk & Compliance Framework
• Ensure vulnerable customers have been managed appropriately
• Identify & 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 system
• Provide ongoing Complaints training & development to the business on complaint handling requirements & Complaints Feedback Management data integrity
• Reporting 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 complaints
• Empowered to make decisions on Customers complaints within agreed delegation
• Work in conjunction with key stakeholders in Risk & Compliance & Legal to Identify & provide input into policy, process & control improvements identified through complaints