Customer Relations Specialist
Latitude Financial Services
Auckland, New Zealand, nz
7h ago
source : Ecadoo

We are going through some exciting growth at Latitude Financial Services and we are looking for a Customer Relations Specialist to join our team in NZ As a Customer Relations Specialist you will lead and manage a team of two Customer Champions who will support you in resolving customer issues received directly from LFS NZ customers referrals from our Operations Teams and external sources such as the Insurance and Financial Services Ombudsman Customer Relationship Specialists are required to conduct thorough investigations of disputes by engaging key stakeholders to identify solutions and drive complaint insights to improve customer experience Key responsibilities accountabilities Effectively manage a portfolio of complaints including internal disputes raised directly through colleagues and external disputes received from the Insurance and Financial Ombudsman Service IFSO and other external sources Reporting and raising any potential systemic or internal issues identified through the complaint s management processEngaging relevant stakeholders arranging and holding meetings and assigning action items where necessaryManaging inbound calls attempt to resolve customers concerns otherwise capturing and recording complaints in the complaints system Handling simple and complex phone calls with customers and third parties including attending conciliation conference calls where requiredPreparing regulatory letters as required for complaints in their portfolio and meeting all compliance requirements and SLAs Managing the complaints inbox including raising long captures responding to online complaint forms and emails received from external agencies and customers rotating roster Identifying opportunities to drive greater effectiveness and efficiency in the dispute resolution process What are we looking for Tertiary qualifications in related discipline e g Dispute Resolution Law Business FinanceExperience in being a people leader and leading a team Experience in banking and finance dispute resolution Ability to draft detailed logical and well explained and comprehensive decisions or demonstrate ability to gain the necessary skillsAbility to manage a caseload in an efficient fair and timely manner with clear customer focus on achieving a fair and timely outcome What s happening at Latitude We have embarked on an important transformation in our strategy how we work our customer led purpose and investment we are making in technology to power a customer insight led culture that re imagines how consumer lending should be provided to customers About us Our team is evolving and is focused on creating great customer experiences that are powered by technology and research into what makes a real difference to people Our business model includes a growing Direct to Consumer business in lending and cards as well as a partnership model where we help many major brands to offer these services to their customers The benefits At Latitude we offer a competitive salary flexible working arrangements e g adjusted days hours work from home an opportunity to access an additional week of leave a diverse range of benefits health and well being programs continuous learning culture and so much more We are obsessed by better outcomes every day not just for our business but also for our people Continue the conversation Apply online You must be a Permanent Resident of New Zealand or a New Zealand Citizen to be considered for this role Successful applicants will be required to complete a background check including criminal history and bankruptcy check prior to commencement of employment

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