Business Dispute Resolution Specialist

6 days ago


Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time

**About the Role**

We are seeking a highly skilled Business Dispute Resolution Specialist to join our Internal Dispute Resolution team. In this role, you will play a key part in investigating and resolving customer complaints related to hardship and credit reporting.

Your main responsibilities will include:

  • Engaging with customers to understand their concerns and issues
  • Investigating the root causes of reported issues, collaborating with internal teams and external partners to gather information and develop effective solutions
  • Closely working with internal departments and external partners to coordinate and implement solutions
  • Identifying potential risk factors and developing strategies to mitigate them
  • Collecting and passing on feedback to improve processes

To succeed in this role, you will ideally possess:

  • An understanding of the regulatory environment relating to hardship and credit reporting
  • A risk-focused mindset to manage real events and relevant BCOP obligations
  • Excellent communication, stakeholder management, and investigation skills
  • Strong strategic thinking, resilience, analytical, and problem-solving skills
  • An understanding of ANZ's dispute resolution principles, customer advocacy, and regulatory compliance


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