Westpac Group

Customer Care Support, Advice Remediation

How will I help? 

The Group Remediation business unit was established to provide organisational oversight, governance and reporting for Westpac’s remediation programs, to ‘get it right and put it right’ for our customers as promptly as possible. Group Remediation ensures that there is consistency of purpose, approach and client experience when executing remediation programs across Westpac, with an aim to exceed internal and external benchmarks and community expectations.

The Advice Remediation Customer Care & Payments function within Group Remediation, Strategy & Enterprise Services is charged with developing and driving the end to end payments and operations process for all Advice remediation programs. 

Your role is responsible for servicing inbound contacts (phone calls and emails) from customers regarding refunds and payments made to them from the various Advice remediation programs. You will manage customer’s expectations of service levels and deliver a superior customer experience at all times.

What’s in it for me? 

You will develop and maintain business relationships internally. These relationships underpin the flow and quality of your work. You will have the backing and outstanding benefits of one of the most refreshing employers in Australia! Access to some of the best banking, wealth and insurance benefits in the market, get paid well and have a suite of online learning and career planning tools at your fingertips.

What do I need? 

Although not mandatory, it would be great if you had some experience in Financial Services, Advice Remediation, Customer Care and or Payments processing. In addition to this, your operational understanding of technology and business systems will be helpful. Your industry experience and your flair for placing the customer at the centre of everything that you do will go a long way to ensuring your success as will the following:

• Knowledge of regulatory obligations and standards

• Knowledge of Group risk and compliance policies, procedures and framework

• Relevant industry qualifications (desirable)

• Tertiary qualifications (desirable)

• Understanding of BT/Westpac technology systems (BPM, CFM, Leap, CIS)

• MS Office Suite: Word, Excel and Outlook

To apply, please send your CV to 

[email protected]

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