Capability & Quality Specialist (EDR)

Our client is a major financial institution headquartered in Melbourne, Australia, and ranks among the largest banks in the region. They offer a comprehensive range of financial services, catering to both individual and business needs. Their operations extend beyond Australia and New Zealand, with a significant presence in the Asia-Pacific, Europe, America, and the Middle East.

Opportunity to join a leading complaints team as a champion for quality and fair treatment of customers and meeting regulatory obligations, the Capability & Quality Specialist.

Role Accountabilities:

• Conducting complaint case assessments, documentation, and reporting in line with our Quality and Fairness Framework.
• Providing actionable feedback and plans to Case Managers, using insights from case assessments.
• Coaching staff to enhance their capabilities, ensuring fair, consistent, and timely resolutions for customers.
• Continuously refining complaint processes, knowledge resources, and training tools based on assessment insights.
• Supporting Case Managers in understanding the Quality and Fairness Framework and regulatory obligations.
• Assisting Complaint Handling teams with Business Continuity support during peak times by managing unallocated cases effectively.

Role Requirements:

• A customer centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations;
• Demonstrated complaint management experience in banking and finance;
• Deep understanding of RG 271, dispute resolution principles as well as knowledge of AFCA processes and requirements;
• Experience in coaching and mentoring;
• Strong written communication skills; and
• Demonstrated presentation skills, stakeholder management and influencing skills.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.