Edr Case Manager

3 weeks ago

Brisbane, Australia ANZ Banking Group Full time

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small.

The Customer Resolution and Remediation Portfolio champions listening to our customers and solving their concerns with the bank. 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.

As an Early Dispute Resolution Case Manager, you will be responsible for managing complaints received through the Australian Financial Complaints Authority (AFCA).

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

Multiple Case Manager roles available in our EDR & Complex Dispute Resolution team

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, and 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 and/or commercial banking
An understanding of dispute resolution principles, the role of the Customer Advocate and regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements along with alternative dispute resolution principles would be beneficial but not a requirement

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

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

13/02/2023, 11.59pm, (Melbourne Australia)

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