About the job
This Senior Case Manager job is all about joining a passionate Customer Care team dedicated to delivering amazing customer experiences. By handling a range of customer complaints, from simple to complex, you will play a crucial role in improving customer satisfaction and repairing relationships. The team values collaboration and is open to innovative ideas, creating a supportive environment where everyone can thrive.
You'll be responsible for
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Assessing files and making decisions
Quickly assess internal and external files, make critical decisions, and confidently explain your reasoning.📞
Handling customer enquiries
Maintain the department's positive image by handling customer enquiries and complaints promptly, using effective complaint-handling skills to provide the best solutions.🤝
Engaging with stakeholders
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).Key criteria
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Sound problem-solving skills
Experience investigating issues and providing timely recommendations.View
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Ability to build rapport
Demonstrated experience engaging with diverse customers and stakeholders.View
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Excellent communication skills
Proven written and verbal communication capabilities.View
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