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Financial Dispute Resolution Professional
2 weeks ago
At Australia and New Zealand Banking Group Limited, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the RoleThis IDR Hardship Case Manager role plays a key part in helping to investigate and find resolutions for customer complaints. You will manage hardship, collections and credit reporting complaints in our Internal Dispute Resolution team.
We are seeking customer-centric dispute resolution professionals with substantial experience in handling hardship and credit reporting issues. Candidates should possess a strong commitment to fairness and consistency, excellent critical thinking skills, and a keen risk mindset. In this role, you will join a dynamic team and collaborate with various stakeholders across the bank, the Australian Financial Complaints Authority (AFCA), and other external organisations to investigate and resolve customer complaints.
As an IDR Hardship Case Manager, you are accountable for:
- Customer Engagement: Connecting with customers to understand their concerns and issues.
- Issue Investigation: Investigating the root causes of the issues reported. Collaborating with internal teams and external partners to gather information, analyse data, and develop effective solutions.
- Stakeholder Coordination: Working closely with both internal departments and external partners to coordinate and implement solutions.
- Risk Management: Identifying potential risk factors and developing strategies to mitigate them.
- Feedback Loop: Collecting and passing on feedback to the relevant teams to improve processes.
- Change Initiatives: Supporting and managing change initiatives to enhance operational efficiency and customer experience.
- Letter Writing: Drafting clear and professional correspondence to customers and stakeholders.
- Team Engagement: Participating in and contributing to team engagement activities.
To grow and be successful in this role, you will ideally bring the following:
- Understanding of the regulatory environment relating to hardship and credit reporting.
- Risk-focused mindset to manage real events and understanding of relevant BCOP obligations.
- Excellent communication, stakeholder management, and investigation skills.
- Strong strategic thinking, resilience, analytical, and problem-solving skills.
- Understanding of ANZ's dispute resolution principles, customer advocacy, and regulatory compliance.
- Proven ability to communicate complex information in plain English.
- Experience in managing a caseload of complex complaints with competing priorities.
Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
