Mars Recruitment is partnered with a recognised bank who is seeking a Service Excellence Officer to join a high-performing Customer Financial Solutions team, that is undergoing exciting transformation and growth.

In this role, you'll be the 'go-to' person for resolving customer issues, analysing data for insights, and implementing strategies that enhance customer satisfaction and business outcomes. You'll work closely with internal teams, external partners, and offshore providers to deliver efficient, customer-centric solutions.

Key Responsibilities:

• Play an integral role in driving the success and expansion of the Customer Financial Solutions team.
• Analyse data to identify trends, root causes, and opportunities for improvement in customer processes.
• Manage and resolve customer complaints and events in a timely, effective manner.
• Collaborate with cross-functional teams to design and deliver innovative, customer-focused strategies.
• Undertake root cause analysis for operational and procedural errors, implementing solutions to mitigate risks.
• Monitor and report on customer experience metrics to track improvements.

Key Experience:

• Minimum 3 years' experience in high-volume retail consumer credit or collections within Banking & Finance industry.
• Previous experience in collections or financial hardship assistance.
• Residential lending experience highly regarded.
• Experience working with offshore providers preferred.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent written and verbal communication, negotiation, and influencing skills.

If you're a proactive problem-solver who thrives in a dynamic environment and has a passion for delivering exceptional customer experiences, I'd love to hear from you.

Please apply via SEEK or send an email directly to [email protected]