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 Rabobank's 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 as AFCA. In addition, you will support the Head of Complaints in 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 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 bank’s 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.
To be successful you will have:
- Minimum of 8 years’ experience in a senior complaint handling role or leadership role.
- Proven track record in dealing with customers, working in & cross-functional team collaboration.
- Adept at difficult conversations & an ability to show empathy for customers during the complaints process.
- Experience in dealing with external disputes at AFCA.
- Subject Matter expertise of RG271 & Code of Banking Practice.
- Ability to work effectively under pressure & meet deadlines.
What we're proud to offer you:
- 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 and inclusion and 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.
Applying In 5 steps
We'd like to get to know you.
- Step 1: Applying - Thanks for applying! We consider all the CVs and covering letters that we receive. After the closing date, you will hear from us as soon as possible.
- Step 2: First interview - Usually, you’ll be meeting with your (potential) team leader and an immediate (future) colleague. We are keen to get a sense of whether you are a good fit for the position and our team. And you probably have a lot of questions too.
- Step 3: Second interview - We want to speak to you a second time. In this online meeting, we will delve deeper into the details of what the job entails. Another colleague will often join the interview too.
- Step 4: Offer - If you are a good match for us and we’re a good match for you, then you’ll receive a good offer by email. Some positions require you to undergo further assessment first.
- Step 5: Screening - We assess whether you are trustworthy enough to work for Rabobank in a screening process.
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