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Customer Relations Specialist at Tyro

Sydney, NSW

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We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

Your primary responsibility is to handle customer complaints within a timely manner (in accordance to regulatory requirements and our IDR process), determine complaint driver trends and conduct root cause analysis when required. You will also assist in providing ideas for process improvement or ways to resolve common themes or trends from complaints and work on any adhoc work required by the Customer Solutions Manager, all with the aim to achieve our goal of delivering a best in industry customer experience! 

Must have experience in Banking or Financial Services.

Duties & Responsibilities:

  • Handle customer or prospect complaints (in accordance with RG271) and attempt to resolve all complaints to the customers satisfaction
  • Escalate any dissatisfied customers according to the IDR process
  • Contribute to the success of the Customer Solutions team by:
  • Time to resolution >=80% complaints within 5 days
  • Provide a final response or issue a customer extension to 100% of complaints that reach 30 days
  • Be able to investigate and problem solve to resolve any unusual customer scenarios
  • Develop strong networks and relationships with internal stakeholders to influence outcomes (e.g. risk, product, TCR)
  • Work with the team to determine complaint drivers and conduct root cause analysis
  • Participate actively in team meetings and contribute improvement ideas and processes to refine the complaints process and customer experience
  • Be the ‘voice of the customer’ to identify and raise common themes from complaints
  • Assist the wider Customer Solutions Team with any Collections, Asset Recovery, ad hoc reporting or project work
  • Escalate any ‘strange’ customer scenario
  • Proactively seek to expand their knowledge on Tyro's products and services and stay up to date with any changes

Experience Required:

  • Must have experience in Banking or Financial Services
  • Have an enthusiasm for customer service, and be able to contact merchants in a timely manner
  • Be highly organised, self-motivated, responsible and accountable
  • Have a keen attention to detail
  • Have excellent time management
  • Build strong relationships both with customers and with internal stakeholders
  • Continuously look for opportunities for process improvements and improving the customer experience
  • Have loads of initiative

Culture and Perks

We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and are looking forward to hopefully welcoming back our social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed.

Who we are

Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 475 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

Privacy and Submitting your Application

By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.    

About Tyro

Office address

  • 2 Lacey Street, Surry Hills, NSW, 2010
  • 155 Clarence Street, Sydney CBD, NSW, 2000

Company size

201-500 people

Founded in


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