External Dispute Resolution Case Managers

2 weeks ago

Melbourne, Victoria, Australia ROBERT WALTERS AUSTRALIA Full time
External Dispute Resolution Case Managers

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About Our Client

Our client is committed to fostering a world where individuals and communities flourish, with a mission to enhance the financial wellbeing and sustainability of millions of customers. Their Controls and Customer Outcomes portfolio focuses on ensuring customer satisfaction by addressing and resolving concerns fairly and consistently, navigating the regulatory landscape to make a meaningful impact and continually improve their products and services.

About the Role

Are you enthusiastic about resolving disputes and enhancing customer experiences? Do you thrive in a dynamic environment with new challenges daily? Are you a critical thinker and collaborative problem solver? If yes, we invite you to join our team

What will your day look like?

  • Manage complaints lodged through external dispute resolution bodies or tribunals, working with internal and external stakeholders to resolve issues fairly.
  • Build meaningful connections with customers to understand and identify their concerns.
  • Investigate root causes of complaints and collaborate with teams to develop resolutions.
  • Draft professional correspondence in line with regulatory obligations.
  • Coordinate across departments to facilitate resolutions, ensuring compliance with regulations.
  • Provide feedback to improve processes and customer satisfaction.
  • Identify risks and develop mitigation strategies to protect customer satisfaction and organizational interests.

What will you bring?

  • Experience in complaint resolution within Retail & Commercial Banking, Wealth, and Hardship processes, including disputes and scams.
  • Strong analytical, problem-solving, and influencing skills to identify risks and impacts.
  • Resilience, empathy, and critical thinking for robust resolutions and corrective actions.
  • Excellent interpersonal and stakeholder management skills, preferably with customer-facing experience and a data-driven approach.
  • Dispute resolution and negotiation skills with multiple stakeholders.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, click "Apply" or contact Ali Alpe at +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.

About the job

  • Contract Type: FULL_TIME
  • Focus: Operations
  • Workplace Type: Hybrid
  • Experience Level: Associate
  • Industry: Banking

Location: Melbourne CBD

Salary: Negotiable

Job Reference: 2055140/001

Date posted: 9 April 2025

Consultant: Ali Alpe

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