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IDR Case Manager
2 months ago
The Customer Resolution and Remediation Portfolio champions listening to our customers and solving their concerns with the bank. We make a difference by resolving complaints with consistency and fairness, while promoting the value of insights to our colleagues in frontline businesses and tribes. Your work will influence and drive improvements to ANZ's services and products. You will join a team of dedicated complaint resolution professionals supporting customers across Australia Retail & Commercial. You will work closely with internal teams and external stakeholders to resolve escalated customer complaints and deliver fair and balanced outcomes.
Key Responsibilities- Investigate and resolve customer complaints in a fair and timely manner.
- Work collaboratively with various stakeholders across the bank to identify and implement solutions to customer complaints.
- Develop and maintain strong relationships with customers, colleagues, and external stakeholders.
- Stay up-to-date with industry trends and regulatory requirements to ensure compliance and best practices.
- Contribute to the development of policies and procedures to improve customer complaint resolution processes.
- Proven analytical, influencing, and problem-solving skills, combined with the ability to identify risks and impacts.
- Critical thinking: an ability to generate options, potential solutions and implement corrective action energised to advocate for your customer, considering fair and balanced outcomes to help improve their financial wellbeing.
- Strong planning and coordination skills. Ability to prioritise and work under pressure.
- Excellent communication and stakeholder management skills, preferably with direct customer experience.
- Highly motivated, results driven, team and customer-focused.
- Having an understanding of dispute resolution principles.
At ANZ, 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.
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.
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. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
