Conflict Resolutions Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeDispute Full time $125,000 - $145,000
Job Overview

The Dispute Resolution department plays a pivotal role in managing risk and ensuring exceptional service delivery throughout our retail banking operations. Working closely with clients, external third-party dispute resolution bodies, and collaborating with internal teams, we proactively manage risk and protect the quality of our diverse product offerings.

As a Case Manager, you will handle dispute cases primarily raised to the Australian Financial Complaints Authority (AFCA) across a wide range of banking products, predominantly across Deposits and Home Loans. You may also manage disputes received from tribunals and other resolution bodies in Australia.

You will lead and execute the investigation and analysis of disputes in line with regulatory requirements and timeframes directed by dispute resolution bodies. This will include the creation of well-informed written dispute submissions and document production at each stage of AFCA's process, collaboration with various teams across the business to ensure accurate and timely information is shared, and considering client-focused solutions in all interactions to improve client experience.

Through your risk assessment, you will be identifying areas of potential opportunity for the business to consider meaningful improvements to internal processes. Additionally, you will communicate with clients as well as internal and external stakeholders with high-level expertise (both written and verbal) to achieve positive solutions and make a real difference within our retail bank.

Key Responsibilities:

  • Prior experience managing disputes, particularly within financial services
  • An inquisitive mindset, allowing you to thoroughly investigate cases and make well-informed recommendations
  • Exceptional communication skills that enable you to draft precise documentation and clearly, professionally convey case information to clients, internal, and external stakeholders
  • Familiarity with similar banking products is advantageous, however not essential

What We Offer:

We provide a dynamic work environment that fosters growth, learning, and development opportunities. As a Case Manager, you will have the chance to develop your skills and expertise, working with a talented team of professionals who are passionate about delivering exceptional results.

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