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Case Manager

3 months ago

Brisbane, Queensland, Australia Macquarie Group Limited Full time

Join our Dispute Resolution team a Case Manager and play a key role in assisting with Australian Financial Complaints Authority (AFCA) cases.

As a Case Manager, your role will focus on personal banking products (e.g. home loans, cards and cash products), as well as vehicle lending.

You will be responsible for managing the AFCA cases end to end, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act and learn.

To be successful in this role, problem solving skills are essential.

You will have an understanding of our products and services, with a keen eye for detail and ability to follow process, meet deadlines and manage competing priorities.

Your attention to detail is critical, as is an inquisitorial approach.

We are looking for a passionate person who shares our team's energy, drive and motivation to make a difference.

In this role, you will be required to:

  • assess the relevant issues;
- identify and strategise a path to resolution;
- engage with clients and AFCA to articulate the reasons for our position, verbally and in writing;
- investigate the root cause;
- engage the relevant areas of the Banking and Financial Services Group ecosystem to deliver insights and drive change.

Who are the Dispute Resolution Team?

We are responsible for:
- all Banking and Financial Services Group defended litigation (i.e. all Australian Federal and State Courts)
- all disputes lodged with the AFCA
- escalations from Client Care and other areas for investigation
- escalations in relation to unauthorised or fraudulent transactions.

We are involved in a variety of matters across the Banking and Financial Services Group ecosystem.

About Banking and Financial Services**Banking and Financial Services is Macquarie's retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

Our commitment to Diversity, Equity and Inclusion
The diversity of our people is one of our greatest strengths.

An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities.

From day one, you'll be encouraged to be yourself and supported to perform at your best.

If our purpose of 'empowering people to innovate and invest for a better future' is as inspiring to you as it is to us, please apply.

With the right technology, support and resources, our people can work in a range of flexible ways.

About Macquarie:


A career at Macquarie means you'll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it's accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.

At Macquarie, we're empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we're a truly global organisation.


You'll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued.

You'll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you'll have the opportunity to make a difference.


Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.


Job no:
BFS-971277

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Work type: Permanent
  • Full time
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Location: Brisbane, Sydney

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Category: Junior, Administration & Support, Compliance, Legal & Regulatory, Operations, Retail Banking
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Group: Banking and Financial Services
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Division: People, Culture & Client Exp

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Recruiter: Jennifer Leese

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Opening Date: 06/2/2023