Disputes Resolution Case Manager

About the CompanyThe organisation is a top 4 bank, committed to fostering a world where individuals and communities flourish, guided by a shared mission to enhance the financial well-being and sustainability of millions of customers. Their Controls and Customer Outcomes portfolio is dedicated to championing customer satisfaction by attentively addressing customer concerns and resolving them effectively. They strive to make a meaningful impact by addressing complaints within a regulatory framework with consistency and fairness, utilising insights to improve their products and services.About the RoleAre you passionate about dispute resolution and creating positive customer experiences? Do you thrive in a dynamic environment where no two days are the same? Are you a problem solver who thinks critically and works collaboratively? If so, we are looking for you to join our teamThere are permanent roles available within our Clients Customer Outcomes teams. You will join a team of dedicated complaint resolution professionals working in Internal Dispute Resolution and External Dispute Resolution teams, supporting customers across Australia Retail & Commercial. You will work within a regulatory framework, balancing quality and productivity. The opportunities include:* Internal Dispute Resolution Case Managers – work with customers and teams across the organisation to address customer complaints made directly to our client and reach fair and balanced outcomes.* External Dispute Resolution Case Managers – manage complaints lodged through an external dispute resolution body (mainly AFCA, the Australian Financial Complaints Authority) or a tribunal, and work with internal and external stakeholders and customers to resolve the complaint fairly.Experience or an understanding of Retail & Commercial Banking products and processes (including disputes and scams), Wealth and Hardship is highly valued.

What will your day look like?

• Building meaningful connections with customers to accurately understand and identify their concerns and issues.
• Investigating and identifying the root causes of complaints, collaborating with internal teams and external partners to develop effective resolutions.
• Drafting professional correspondence to customers and stakeholders in accordance with regulatory obligations.
• Facilitating resolutions by coordinating across departments and stakeholders, ensuring compliance with relevant obligations and regulations.
• Providing feedback to relevant teams, driving continuous improvement in processes and customer satisfaction.
• Identifying risk factors and proactively developing mitigation strategies to protect customer satisfaction and organisational interests.
• Supporting and participating in change initiatives to enhance operational efficiency and overall customer experience.
• Engaging in team activities to share knowledge, celebrate successes, and contribute to a collaborative work environment.

What will you bring?

• Demonstrated analytical, problem-solving, and influencing skills with a capacity to identify risks and impacts.
• Resilience, empathy, and critical thinking to generate robust resolutions and implement corrective actions.
• Strong organisational skills with the ability to prioritise, work under pressure, and maintain attention to detail in documentation and records.
• Advanced interpersonal communication and stakeholder management skills, ideally with customer-facing experience and a data-driven mindset.
• Dispute resolution skills and the ability to effectively negotiate with multiple stakeholders.
• Experience or an understanding of Retail & Commercial Banking products and processes (including disputes and scams), Wealth and Hardship is highly valued.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.

About the job

Contract Type: Permanent

Focus: Case Management and Claims

Industry: Call Centre and Customer Service

Salary: AUD110,000 - AUD130,000 per annum