Senior Case Manager Customer Care - 12 month secondment at Bankwest

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dispute resolution, Investigation, Problem-solving, Negotiation, Customer experience, Communication, Emotional intelligence, Empathy, Diplomacy, Influencing, Conflict resolution, Stakeholder management, Analytical skills, Decision making

Industry

Financial Services

Description

We are looking for a Senior Case Manager to join our Customer Care team on a full-time basis 2 x 12 month secondments See yourself in the team: Our Customer Care team is dedicated to delivering amazing customer experiences. We are responsible for handling a range of customer complaints – from simple to extremely complex. We use advanced investigation, problem-solving and negotiation skills to improve customer experience, deliver fair outcomes and repair relationships. A Senior Case Manager handles dispute resolution, enhances the Bank's image, and identifies system issues or trends. We also assist customers facing social challenges like Domestic and Family Violence, gambling harm, hardship, language barriers, and other difficulties. Do work that matters: Quickly assess internal and external files, make critical decisions, and confidently explain your reasoning. Maintain the department's positive image by handling customer enquiries and complaints promptly, using effective complaint-handling skills to provide the best solutions. Engage with Senior Management to present findings and secure funding approval. Liaise with customers, Bank staff, management, and external bodies like the Australian Financial Complaints Authority (AFCA) and Australian Consumer and Competition Council (ACCC). Use diplomacy and influencing skills to ensure outcomes are reached amicably and without resentment, while keeping the Bank's requirements and guidelines in mind. "Close the loop" by providing feedback to leaders to assist them to develop and coach their teams to avoid future complaints. Identify and help deliver on continuous improvement ideas. We're interested in hearing from people who have Sound problem solving skills with the ability to investigate issues thoroughly and provide sound recommendations in a timely manner. The ability to build rapport with a wide range of customers and colleagues, as well as other internal and external stakeholders. Excellent written and verbal communication skills. A demonstrated passion for supporting vulnerable customers, including those who suffer with mental illness, physical illness, alcohol and drug addiction, homelessness, and cognitive impairment. Once fully trained and meeting requirements, team members can work from home up to 50% of the time. Are you passionate about supporting customers in vulnerable circumstances? Do you pride yourself on your emotional intelligence/empathy? Do you adapt to change and are you open to tackling new challenges? Are you comfortable having conversations with customers who are in difficult personal situations? If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 18/04/2026 At Bankwest, we're on a mission to become Australia's favourite digital bank. We believe that banking should be smarter, simpler and designed around our customers. And it’s no secret that our weapon is our people, who foster a culture of bold ideas, curiosity and desire for change. In turn, our colleagues' ambition is matched with life balance, benefits and unique career momentum opportunities. We say our culture is “made by us”. And we’re really proud of that.

Responsibilities

The Senior Case Manager handles complex customer disputes, identifies system trends, and negotiates fair outcomes while maintaining the bank's positive image. They also engage with internal and external stakeholders, including AFCA and ACCC, to resolve issues and provide feedback for continuous improvement.