Senior Manager, Customer Resolutions

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.

THE ROLE

Join Rabobanks’ dynamic team in the newly established Customer Resolutions function within the COO Domain. This Sydney-based centralised complaints function is dedicated to resolving complex customer complaints & disputes as part of Rabobank’s obligations under the Banking Code of Practice & ASIC’S Complaints Handling Guide.
Are you passionate about driving continuous improvement & elevating the Customer Resolutions function? We are looking for an individual who is eager to make an impact in this role.
As Senior Manager, Customer Resolutions you will be responsible for conducting comprehensive complaint investigations & interfacing with external organisations such AFCA. In addition, you will support the Head of Complaints in the coaching & mentoring the Customer Resolutions Managers within the team & also providing support to the frontline teams in resolving complaints as needed.
The Senior Manager, Customer Resolutions reports is an individual contributor role reporting to the Head of Customer Resolutions.

TOP ROLE ACCOUNTABILITIES:

• Manage comprehensive investigations into escalated internal Dispute Resolution & External Dispute Resolution complaints
• Liaise directly with External Dispute Resolution Scheme (AFCA) as required
• Manage complaint costs using commercial acumen & customer centricity
• Identify opportunities for continuous improvement in policies, procedures & initiatives to improve the banks’ service & product
• Raise systemic issues in accordance with the Complaints & Risk & Compliance Framework
• Support the Head of Customer Resolution in providing regular customer insights reporting
• Ensure appropriate management of vulnerable customers
• Coaching & mentoring the Customer Resolution Managers, & supporting with their AFCA disputes where required
• Deliver ongoing complaints training & development, including quarterly refreshes & induction sessions for new staff
• Efficiency process owner for complaints Management & enhancements of the Pega/Customer Feedback Management system
• Engage with industry groups & other banks/financial services for industry wide customer issues & best practice, sharing key learnings across the Bank