You are a customer first professional who has customers at the forefront of all thinking who is keen to ensure customers disputes are resolved fairly and in a timely manner.

As Complaint Management Specialist, you will be responsible for monitoring, assessing, analysing and/or evaluating processes and data, identifying policy gaps and formulating policies.

• Work in this fast-paced environment and achieve positive customer outcomes
• Everyone is given the opportunity to learn, grow and achieve
• Bring your ideas, ambitions, and passions both in and outside of work

In this Complaint Management Specialist role, you will:

From initial customer contact through to resolution, you will create a positive customer experience through:

• Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
• Provide our customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
• Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
• Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems.
• Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
• Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions.

What you’ll bring:

• Knowledge of external dispute resolution schemes
• Demonstrated customer orientation along with customer advocacy skills and ability to problem solve
• Attention to detail with excellent time management, business writing and communication skills
• Proven ability to negotiate with others to develop and deepen stakeholder relationships
• Ability to make independent, impartial and fair decisions in dispute matters
• Ability to self manage a complex case load
• Proven mediation skills and the ability to stay calm and constructive under pressure

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated.  We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job.  To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.