Idr Case Manager

**Req ID**: 83314
**Department**: AR Customer Resolution Complaints Resolution
**Division**: Australia Retail
**Location**: Docklands
About the Role
As an IDR Case Manager in Customer Resolution, you’ll play a key role in helping to resolve 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 Australian Retail.
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.
**Role Type**: Mix of Fixed Term and Permanent
**Role Location**: Flexible across Australia
**Work Hours**: Full Time
About Us
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.
What will your day look like?
**As an IDR Case Manager, you will be accountable for**:
**Customer Engagement**: connecting with customers to understand their concerns and issues.
**Issue Investigation**: Dive into problem-solving mode by investigating the root causes of the issues reported. Collaborate with internal teams and external partners to gather information, analyse data, and develop effective solutions.
**Stakeholder Coordination**: Work closely with both internal departments and external partners to coordinate and implement solutions. Your ability to communicate clearly and efficiently will be key to resolving issues promptly and effectively.
**Feedback Loop**: Once solutions are implemented, ensure that feedback is collected and passed on to the relevant teams. Your insights will help improve processes and prevent future issues, driving continuous improvement across the organisation.
**Risk Management**: Identify potential risk factors and develop strategies to mitigate them. Your proactive approach will help safeguard both customer satisfaction and the company’s interests.
**Change Initiatives**: Support and manage change initiatives to enhance operational efficiency and customer experience.
**Letter Writing**: Draft clear and professional correspondence to customers and stakeholders. Whether it's an apology, update, or detailed explanation, your communication will play a crucial role in maintaining positive relationships.
**Team Engagement**: Participate in and contribute to team engagement activities. Foster a collaborative and positive work environment by sharing knowledge, celebrating successes, and supporting your colleagues.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven analytical, influencing and problem-solving skills, combined with the ability to identify risks and impacts.
Lateral thinking, and an ability to generate options, potential solutions and implement corrective action
Strong planning and coordination skills. Ability to prioritise and work under pressure
Excellent communication and stakeholder management skills, preferably with customer facing experience and a data-driven mindset
Highly motivated, results driven, team and customer-focused
Experience in retail or commercial banking
An understanding of dispute resolution principles, regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements along with alternative dispute resolution principles would be beneficial but not a requirement.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
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.
Job Posting End Date
17/01/2025, 11.59pm, (Melbourne Australia)