Head of Customer Solutions

Job Description

We have an awesome opportunity for a Head of Customer Solutions to join our team based in Brisbane and Melbourne.Isthisyour next role? In this newly created position, you will lead and oversee all direct customer engagement touchpoints across the bank's contact centres and customer service channels. Key Responsibilities: Develop and implement strategies for retaining existing customers while enhancing their banking experiences. Lead efforts to support customers experiencing hardship or vulnerability, ensuring empathetic and timely assistance. Ensure all processes related to customer interactions comply with relevant regulatory frameworks. Lead and inspire a team focused on customer solutions, fostering a culture of excellence, innovation, and customer-centricity. Does this sound like you? Passionate about people leadership, you're a proven influencer who knows how to bring out the best in people. Happy to challenge the status quo, you love identifying opportunities to do things better. You're collaborative, influential, and thrive in a dynamic, growing environment.You're a pro with: Proven experience in leading customer-facing teams, preferably in banking or financial services. Strong understanding of deposits and lending products and processes. Exceptional communication and relationship management skills. Ability to balance customer-centric approaches with compliance and risk management requirements. Experience with managing vulnerable customer scenarios, including hardship and financial vulnerability. Strong problem-solving and analytical skills, with a focus on operational efficiency and customer satisfaction. Familiarity with regulatory frameworks, including AML, privacy, and lending compliance. A bit about us and what we do At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank. We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland Group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH). Can you see yourself here? Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing, and sustainability groups. Our perks include flexible working, regular team social activities and events, flu vaccinations, and more.Diversity & inclusion At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. Keen to learn more? To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia. Please note you must be eligible to work in Australia. Reference # 6768 Posted on 05 Feb 2025 Closes on 16 Feb 2025 21:00 Location(s): Brisbane, Melbourne Expertise: Customer Care / Collections, Customer Service, Reverse Mortgages #J-18808-Ljbffr