We have two opportunities to join Customer Care, our highly regarded disputes resolution team, in the role of Customer Care Manager.
Customer Care is all about problem solving and unbeatable complaints-handling experiences. The team achieves this through the effective management of escalated complaints, together with an increasing focus on assisting vulnerable customers, front-line support, and complaint prevention.
The roles are in the Advanced Resolve Team which manages complex complaints that have been escalated through ASB's complaint process.
As a Customer Care Manager, you will provide specialized complaints-handling guidance and support to internal customers to assist them to resolve their customers' complaints. You will manage unresolved complaints that have escalated through the Bank's internal complaints process, and you will liaise with the Banking Ombudsman Scheme on complaints made to that office. You will also liaise with other dispute resolution schemes such as the Office of the Privacy Commissioner on complaints lodged with them.
We have two vacancies, one permanent position, and one secondment opportunity until November 2024. These roles can be based at North Wharf or at any Direct Channels location - Auckland, Hamilton, Rangiora, or Lower Hutt.
Because so many of our complaints-handling success stories can be attributed to effective customer conversations, we are looking for someone with exceptional interpersonal skills, and a demonstrated ability to engage professionally and directly with people at all levels. As a Customer Care Manager, you will also bring empathy to the table.
Proven written communication skills are essential, while a sound working knowledge of ASB's products, services, terms and conditions, relevant legislation and an awareness of the Bank's complaints policy and procedures will be a definite advantage.
The role is varied and challenging and will suit someone with a track record in complex problem solving, pragmatic decision-making and strong negotiation and investigative skills.
If you are truly passionate about resolving complaints and ensuring our customers get an unbeatable complaint handling experience, apply online now.
He aha tau e hoki mai ai? | What will you get in return? Company/Culture: ASB is more than just a place to work. We want our people to grow personally and professionally.
At the heart of ASB is us; the people, working together. Our values of Caring, Passion, Integrity, United, and Courage are the characteristics that best describe who we are and what we stand for. It's our people who live and breathe our purpose, our values, and our brand every day. Join the ASB team, and together we'll continue to help our customers live life one step ahead.
Me pehea te tono | How to apply: If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you! Please include a cover letter with your application outlining your interest in the roles and if you are open to the permanent role, secondment only, or both. Please note that all applications must be received online via our careers site to be considered. Please see attached position description for further information.
Job details Reference # KG156522
Posted on 21 Jun 2024
Location(s) Albany, North Wharf, Contact Centre, Manukau, Lower Hutt, Rangiora
Expertise Branch Manager, Customer Service Specialist, Personal Banker, Retail Banking
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