Case Manager
1 month ago
**Req ID**: 40143
**Department**: AR Customer Resolution Compliants Resolution
**Division**: Australia Retail
**Location**: Melbourne
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.
The Customer Resolution Portfolio champions listening to our customers and solving their problems. We make a difference by resolving complaints with consistency and fairness, while promoting the value of insights to our colleagues in frontline businesses and tribes. Your work will influence and drive improvements to ANZ’s services and products. You will join a team of dedicated complaint resolution professionals supporting customers across Australia Retail & Commercial. You will work closely with Australian Financial Complaints Authority (AFCA) and our internal teams to resolve escalated customer complaints and deliver fair and balanced outcomes.
Are you interested in this exciting opportunity to join ANZ’s Customer Resolution Portfolio? We have multiple case manager roles in our External Dispute Resolution teams, dealing with complaints received via the Australian Financial Complaints Authority (AFCA) relating to everyday and commercial banking, home and business lending products, scams and fraud, wealth products, hardship and more.
We are looking for customer-centric dispute resolution professionals with a commitment to fairness, consistency and critical thinking. You would join a dynamic team to work collaboratively with various stakeholders across the bank, the Australian Financial Complaints Authority (AFCA) and other external organisations to investigate and resolve customer complaints.
Are you passionate about helping customers?
Does a dynamic environment where no two days are the same energise you?
Are you an “outside the box” thinker?
Do you love investigation and problem solving?
Do you enjoy engaging with various stakeholders across the business?
Does an innovative, flexible and collaborative work environment bring the best out in you?
Do you have knowledge and experience in retail and/or commercial banking?
**Role Type**: Permanent and Fixed Term opportunities available
**Role Location**: Flexible across Australia
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven analytical, influencing and problem-solving skills, combined with the ability to identify risks and impacts.
Lateral thinking with an ability to generate options, potential solutions and implement corrective action
Strong planning and coordination skills. Ability to prioritise and work under pressure
Excellent communication and stakeholder management skills, preferably with customer facing experience and a data-driven mindset
Highly motivated, results driven, team and customer-focused
Experience in retail banking and/or business lending would be highly regarded
An understanding of dispute resolution principles, regulatory compliance, and the AFCA environment, along with alternative dispute resolution principles would be beneficial but not a requirement
Experience in banking, and products related to wealth, such as mortgage, loan & protection, general insurance, and financial advice is desirable, but not essential
Why join us?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
Job Posting End Date
24/05/2023, 11.59pm, (Melbourne Australia)
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