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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Customer Advocacy Officer |
| Position Code: | 322 | | Career Level: | 3 |
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Responsible for
Receiving, investigating and resolving customer complaints and disputes. |
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Reports To
Customer Advocacy Team Leader |
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Supervises
No supervisory responsibilities. |
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Main Activities
Receiving, investigating and resolving customer complaints and disputes in a timely and equitable manner.
Participating in mediation and conciliation of complaints and disputes.
Liasing with internal business units to obtain information regarding the complaint or dispute.
Minimising write offs of resolutions.
Minimising the escalation of complaints and disputes.
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Key Skills
Excellent interpersonal and customer service skills.
Strong negotiation, mediation and problem solving skills.
Ability to make fair and impartial decisions.
Knowledge of internal products, services and systems.
Knowledge of external dispute resolution processes, legislation and Codes of Practice.
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Internal Contacts
Supervisory staff, other departments. |
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External Contacts
Customers. |
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Typical Experience
At least 3 - 5 years experience in customer service or banking, with experience in negotiation and mediation. |
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