Knowledge Specialist – Customer Resolution Portfolio

Knowledge Specialist – Customer Resolution Portfolio

 

 

The Customer Resolution Portfolio comprises the Complaints Resolutions functions for Australia Retail and Commercial, the Customer Advocate and Systemic Issues teams.

As Knowledge Specialist in the Complaint Transformation team, your mission is to enable the optimisation of end-to-end customer resolutions outcomes and improve the customer experience by enabling new, streamlined approach to knowledge management and communication of product and process change.

The Knowledge Specialist is responsible for ensuring that the knowledge management tools for the Customer Resolution Portfolio  (Know-How, Share-Point, Process Maps, Templates) are developed, maintained, managed and enhanced to support fair, timely and consistent resolution of customer complaints.

Who are you?

• A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the teamÂ’s mission
• The customerÂ’s biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
• Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
• Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
• Committed to your own and otherÂ’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
• A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
• Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

What skills and knowledge will you bring to or develop within the Banker Experience Tribe?

First and foremost we are looking for passionate people who are creative, innovate and who want to live and breathe our new ways of working. From there you will have:

• Excellent knowledge of approaches to resolving complaints;
• Frontline banking experience or knowledge of banking products and processes;
• Ability to work with large amounts of information and interpret information through conducting research and demonstrating resourcefulness
• Technical writing, process mapping or communications experience preferred or the ability to learn proactively to enable proficient updating of knowledge materials

4x Fixed-term, Full-time Opportunities Located at 833 Collins St, Docklands VIC 3008

 

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers  

 

You may apply for this role by visiting ANZ Careers and search for reference number AUS135556.

 

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