Case Manager Internal Dispute Resolution

2 months ago

Bendigo, Australia Bendigo & Adelaide Bank Full time

**Your new role with Bendigo Bank is just a few clicks away.**

**About the role**

As our **Case Manager Internal Dispute Resolution **you will report to the **Team Manager Internal Dispute Resolution **and will combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. Working closely with customers, both over the phone and via written correspondence, to investigate and quickly resolve complaints relating to financial products and services - preferably during the customer’s first contact with the Bank. The Customer Feedback Team is responsible for direct customer feedback, making things easier for our customers when things don’t go as well as they should.

This is a fast-paced role and a key point of insight into our customer’s experience, while also providing advice, coaching, and support to Bank staff to ensure consistent delivery on customer experiences in line with the Bank’s cultural values. You will work with internal and external stakeholders to source and review information and provide resolutions for customer complaints, in line with the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271.

You will be joining a collaborative, tight knit team that are passionately dedicated and proud to be delivering fast resolutions and outcomes for our customers. You’ll receive on the job training, coaching from experienced team leaders, and support from the whole team, who all pitch in to work together and share the load.

This role is a full time, permanent role, based at any of any of our head office locations.

**About you**

As our new **Case Manager Internal Dispute Resolution**, **you will bring the following skills**:

- Investigate customer complaints to ensure quick resolution and deliver a great customer experience
- Support, educate and coach internal stakeholders and colleagues on complex financial and legal concepts in an easy-to-understand manner
- Liaise with external parties to provide and review information related to customer disputes under investigation
- Identify emerging issues, trends, or potential risks and then escalate accordingly
- Have the confidence to escalate an issue where required and push for a positive outcome for the customer

To be successful in the role, you'll have:

- Previous experience working in Banking & Financial Services
- Demonstrated experience and commitment to providing high quality customer service
- Excellent written and verbal communication skills
- Strong time management skills with the ability to prioritise
- Demonstrated problem solving and investigative skills
- Resilience and determination, coupled with a good sense of humour
- Sound computer skills including Microsoft Word and bank management systems such as LINX
- Knowledge of RG 271 Licensing would be an advantage

**We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week**

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

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