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Senior Dispute Resolution Specialist

1 week ago

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

This role is a key part of our Customer Resolutions team, where you will play a crucial part in investigating and resolving customer complaints. As an IDR Hardship Case Manager, you will be responsible for managing hardship, collections and credit reporting complaints.

We are seeking experienced dispute resolution professionals with a strong commitment to fairness and consistency, excellent critical thinking skills, and a keen risk mindset. In this role, you will work closely with various stakeholders across the bank, the Australian Financial Complaints Authority (AFCA), and other external organisations to investigate and resolve customer complaints.

  • Customer Engagement: Building relationships with customers to understand their concerns and issues.
  • Issue Investigation: Conducting thorough investigations into customer complaints, collaborating with internal teams and external partners to gather information and develop effective solutions.
  • Risk Management: Identifying potential risks and developing strategies to mitigate them.
  • Feedback Loop: Ensuring that feedback is collected and shared with relevant teams.