Case Manager

3 days ago

Sydney, Australia Macquarie Group Limited Full time

-Our Dispute Resolution team are instrumental in managing risk and ensuring an exceptional level of service throughout our retail bank. Working closely with clients, external third-party dispute resolution bodies, and partnering with internal teams, we proactively manage risk and protect the quality of our diverse range of products and services.At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.- What role will you play?
As Case Manager, you'll handle dispute cases primarily raised to the Australian Financial Complaints Authority (AFCA) across a wide range of banking products, including personal banking, business banking, and wealth management. You may also manage disputes received from tribunals and other resolution bodies in Australia.
You’ll lead and execute the investigation and analysis of disputes in line with regulatory requirements and timeframes directed by dispute resolution bodies. This will include the creation of well-informed written dispute submissions and document production at each stage of AFCA’s process, collaboration with various teams across the business to ensure accurate and timely information is shared and considering client-focused solutions in all interactions to improve client experience. Through your risk assessment, you will be identifying areas of potential opportunity for the business to consider meaningful improvements to internal processes. Additionally, you will communicate with clients as well as internal and external stakeholders with high level of expertise (both written and verbal) to achieve positive solutions and make a real difference within our retail bank.
- What you offer
- Prior experience managing disputes, particularly within financial services
- An inquisitive mind set, allowing you to thoroughly investigate cases and make well-informed recommendations
- Exceptional communication skills that enable you to draft precise documentation and clearly, professionally convey case information to clients, internal, and external stakeholdersFamiliarity with similar banking products is advantageous, however not essential
- We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.- About Banking and Financial Services
Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.- Our commitment to diversity, equity and inclusion

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