Customer Resolution Manager

Customer Resolution Manager


Customer Resolution Manager

Details of the offer

At Bank of New Zealand, we focus on creating exceptional experiences for over 1 million customers, so they can be good with money. We believe that starts with a high performing culture where we challenge the status quo, set the bar high and feel empowered to make things easy for our customers and our people. So we invest in our people and provide an environment where high performance is encouraged and rewarded.
As a Customer Resolution Manager, you'll own an active portfolio of complex customer complaints to resolve these and deliver a great experience to our customers.
About the Role
You'll be responsible for providing outstanding customer service and advising on the complaint process to our customers or internal teams. This includes:
Managing our more complex complaint files within agreed timelines through to resolution
Liaising with internal and external service providers, ensuring that queries are acted on efficiently and effectively
Proactively identifying and escalating opportunities for improvement to policy, systems, products and procedures

About you
We're looking for a senior banking professional with a history and passion for delivering first class customer service. Alongside this you'll bring:
Strong communication and internal stakeholder management skills
Your inquisitive mind with examples of complex problem-solving and conflict resolution skills
Excellent time management skills and the ability to prioritise and meet deadlines
Retail and/or business lending experience would be an advantage

Working at BNZ

At BNZ, we're passionate about building and sustaining a high-performance culture that motivates our people to deliver exceptional results. We know that every BNZer is unique, with a wide range of goals, ambitions, and lifestyles, so we offer a wide range of benefits and working styles to suit you.
Wellbeing:Your wellbeing is important to us. When we're at our best, physically and mentally, in and out of work, we can truly create great things together. We're here to support you to be your best with a number of wellbeing initiatives.
Leave:We all need a bit of time off every now and then. At BNZ we're proud to offer the generous leave options you need and deserve - whether it's for a special occasion, an unexpected event, or an extended vacation.
Flexibility:We're big on helping you balance life and work. We offer a range of flexible working options that help you be your best, wherever you're based. Talk to us about how we can make this work for you.

Next Steps?
Inspired by your customers and energised through success, BNZ has the environment and opportunities for you to contribute to a high achieving New Zealand. Apply Now!
Applications close Sunday 19 January 2020. Please note we will be reviewing applications as we receive them so apply today!


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