Senior Dispute Resolution Specialist

2 weeks ago


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

About the Role

The Dispute Resolution Manager will be accountable for providing specialist advice to internal and external dispute resolution caseworkers in the Complaints team in relation to complex complaints with a key focus on scams.

This role supports caseworkers in investigating, ensuring fair and consistent outcomes, sharing insights and uplifting capability through presentations and contributions to complaints collateral. As a Dispute Resolution Manager, you will be a subject matter expert within Customer Resolution in relation to complex complaint topics such as responsible lending, credit reporting and scams.

The Dispute Resolution Manager will be responsible for building the capability of complaints staff to investigate complaints through coaching and developing strong dispute resolution skills across the complaint handling teams.

This role requires a legal background and banking experience, with a proven dispute resolution experience and strong customer and process improvement focus.

The Dispute Resolution Manager will be responsible for sharing insights from complaints and AFCA decisions with stakeholders internal to Customer Resolution and with business units.

Key Responsibilities

  • Investigate complex complaints with a key focus on scams.
  • Provide specialist advice to internal and external dispute resolution caseworkers.
  • Build the capability of complaints staff to investigate complaints.
  • Develop strong dispute resolution skills across the complaint handling teams.
  • Share insights from complaints and AFCA decisions with stakeholders.


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