Case Manager

4 weeks ago

Sydney, New South Wales, Australia Macquarie Bank Limited Full time

Administration & Support, Lending / Leasing / Retail Banking, Retail Banking

Our Dispute Resolution team plays a key role in managing risk and maintaining high service standards across our retail bank. Working closely with clients, external dispute resolution bodies, and internal teams, we proactively manage risk and safeguard the quality of our products and services.

At Macquarie, we value diverse perspectives and empower our people to innovate and shape possibilities. As a global financial services group operating in 31 markets for over 56 years, we foster a friendly and supportive environment where everyone contributes ideas and drives outcomes.

What role will you play?

As a Case Manager, you will handle dispute cases primarily raised to the Australian Financial Complaints Authority (AFCA), covering a wide range of banking products including personal banking, business banking, and wealth management. You may also manage disputes from tribunals and other resolution bodies in Australia.

Your responsibilities include investigating disputes in accordance with regulatory requirements and timeframes, preparing well-informed dispute submissions, collaborating with various teams for accurate and timely information sharing, and considering client-focused solutions to enhance customer experience. You will assess risks and identify opportunities for process improvements, communicate effectively with clients and stakeholders, and strive to achieve positive outcomes that make a difference within our retail bank.

What you offer
  • Experience managing disputes, particularly in financial services
  • A curious mindset for thorough investigation and informed recommendations
  • Exceptional communication skills for drafting precise documentation and conveying case information professionally
  • Familiarity with banking products is advantageous but not essential

We encourage motivated individuals interested in building a better future with us to apply, whether or not they meet all listed criteria.

About Banking and Financial Services

Our banking division is a technology-driven retail bank supporting clients in achieving their goals—buying homes, growing businesses, or managing wealth.

Our commitment to diversity, equity and inclusion

We are dedicated to creating a diverse, equitable, and inclusive workplace. We welcome applicants from all backgrounds and identities, including race, ethnicity, gender, age, sexual orientation, disability, and more. We are happy to discuss accommodations and support throughout the recruitment process. For more information, contact our team. We aim to provide reasonable adjustments to support your application and working experience.

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