Senior Customer Service & Complaints Specialist, Macquarie Leasing*
- Work closely with a highly successful leasing business within a dynamic and supportive team
- Manage, investigate and resolve a range of internal and external complaints including Ombudsman cases and hardship assessment
- Enhance your previous experience in complaint investigation and dispute resolution
About the role
The Macquarie Leasing Collections team currently has a vacancy for an experienced Senior Customer Service Complaints Specialist to manage complex internal and external complaints and assist the hardship department with assessing hardship requests.
Your main responsibilities will include:
- Managing the end-to-end resolution process for internal and external complaints
- Identifying and mitigating risk associated with each case and initiating the most cost-effective course of action
- Investigating complaints, identifying and negotiating the best outcome for both the customer and the business
- Maintaining accurate records and actively monitoring progress of outstanding accounts
- Liaising with internal and parties including Macquarie Customers and the Ombudsman, including through professional correspondence
- Assessing hardship requests to ascertain eligibility and most appropriate assistance for the customer's circumstances
About you
We are seeking an experienced candidate with previous experience in complex complaints management and dispute resolution, including end-to-end Ombudsman case management, in a highly regulated industry such as Finance Banking Services, Insurance or Superannuation.
You will also display high-end customer service standards and empathy and have demonstrated investigation and negotiation skills.
If this role sounds like the challenge you have been looking for, please submit an application online today. For a confidential discussion please contact Amelie Sentin on (02) 8237 5796/on extension 75796.
About us
CAF engages Macquarie Bank Limited's balance sheet to provide tailored finance and asset management solutions. The Group services clients in over 40 countries and manages more than $A22 billion of funded assets as at 31 March 2013.
Macquarie Leasing is a leading provider of finance leases to small to medium enterprises (SME), corporate, government and retail clients in Australia. Macquarie Leasing offers products including finance leases, novated lease agreements, chattel mortgage and commercial hire purchases for motor vehicles and other income producing plant and equipment. The business provides floor plan finance to Australian motor vehicle manufacturers and also has a presence in the UK, recently entering the UK Independent Contract Hire market.
Advertised:
14 Jun 2013 Aus. Eastern Standard Time
Closing date:
7 Jul 2013 5:00pm Aus. Eastern Standard Time
Leave a Reply
You must be logged in to post a comment.