Dispute Resolution Specialist

1 month ago


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

We are seeking a highly skilled Dispute Resolution Manager to join our team in the ANZ Customer Resolution, Remediation and Assurance Portfolio. As a key member of our team, you will provide specialist advice to internal and external dispute resolution caseworkers in relation to complex complaints, with a focus on scams.

As a Dispute Resolution Manager, you will be accountable for:

  • Being a subject matter expert within Customer Resolution in relation to complex complaint topics such as responsible lending, credit reporting, and scams.
  • Supporting case workers to investigate and resolve complex complaints with a focus on scams.
  • Sharing insights from complaints and AFCA decisions with stakeholders internal to Customer Resolution and with business units.
  • Building the capability of complaints staff to investigate complaints through coaching and developing strong dispute resolution skills across the complaint handling teams.
  • Providing training to complaints staff and leaders relating to scams and AFCA insights.
  • Contribute to uplift initiatives and consultations.

To succeed in this role, you will ideally bring a legal background and banking experience, as well as experience in specialist financial complaints, including scams, responsible lending, and credit reporting. You will also need to have proven dispute resolution experience, strong customer and process improvement focus, and demonstrated coaching experience.

We are committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.



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