Supervise the Specialized Services areas including Change of Ownership, Hardship & Insolvency, Customer Dispute Resolution, and Owner Solutions / Re-engagement
Job Summary
Supervise the Specialized Services areas including Change of Ownership, Hardship & Insolvency, Customer Dispute Resolution, and Owner Solutions / Re-engagement.
Ensure the team is responding to, overseeing and reviewing all complaints and/or customer survey responses and escalated issues in a timely and appropriate manner.
Lead a team through strong leadership, support and guidance to all staff, maintaining a high level of product and regulatory knowledge.
Matching Summary
Supervise the Specialized Services areas including Change of Ownership, Hardship & Insolvency, Customer Dispute Resolution, and Owner Solutions / Re-engagement.
Skills & Requirements
Must-have
Supervise Specialized Services areas
Oversee and review customer complaints
Develop and monitor performance standards
Ensure audit requirements are met
Investigate and resolve data issues
Lead and guide staff
Maintain product and regulatory knowledge
Nice-to-have
Display Hospitality with HEART
Inspire, create, and improve processes
Show integrity and take responsibility
Communicate effectively and respect peers
Support and empower team members
Key Requirements
First-rate customer service
Intermediate Microsoft Office knowledge
Previous experience leading and supervising staff
First-rate problem solving and negotiation skills
Experience in complaints management and conflict resolution
Excellent time management, multitasking and organizational skills
Sound knowledge of Bankruptcy Act, Insolvency Act, NCCP, Privacy Act