Are you a people-first kind of individual who thrives on supporting others with a customer first mentality?
It starts here. With Bendigo Bank... and you.
As our Customer Care Manager you will report to the Senior Manager - Complex Customer Care and will bring your expertise in credit assessment and customer service to support customers experiencing financial hardship.
You will support our customers experiencing complex and long‐term financial difficulty by fully assessing their financial position. You will do this whilst fully understanding the customers' situation and providing appropriate extra care to ensure we provide acceptable tailored suitable solutions. Solutions will meet the needs of our customers, strengthen long‐term relationships, and balance commercial impacts. You will support the Mortgage Help and Collections team to act and align to all Regulations expectations and timeframes.
As a key escalation point, you will ensure you are supporting the team with high‐pressure customer interactions and quickly investigate and provide the appropriate level of mentoring and coaching of staff. You will hold a Non‐Performing DLA and be expected to execute this prudently and in line with bank policy.
The role fosters relationships with and works collaboratively alongside the following teams:
* Mortgage Help Department
* FAST
* Customer Resolutions Team
* Operational Excellence Team
* Customer Enablement Division
* Branch network
* Customer Contact
About you
As our new Customer Care Manager you will bring the following skills:
* Customer facing experience within financial industry
* Experience responding to difficult customer scenarios using effective conflict resolution skills.
* Highly effective negotiation and interpersonal skills.
* Demonstrated ability to manage own resilience and work within tight frames.
* Excellent written and verbal communication skills including the ability to explain complex financial and legal concepts into plain English
* Problem‐solving and facilitation skills
* Provide support and guidance to internal and external stakeholders
* Experience in building and maintaining effective teams and relationships with stakeholders
* Ability to thoroughly analyse borrower information enabling achievement of independent, informed judgement and recommendation.
* Experience responding to difficult customer scenarios using effective conflict resolution skills.
* Highly effective negotiation and interpersonal skills.
We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.
This role is a Full time, permanent opportunity based in any of our head office locations.
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.
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