Complex Case Manager

**Req ID**: 95595
**Department**: AR Customer Resolution
**Division**: Australia Retail
**Location**: Docklands
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.
About the Role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small.
The Customer Resolution 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.
Are you interested in this exciting opportunity to join ANZ’s Customer Resolution & Remediation Portfolio? We have a Complex Case Manager role in our EDR & Complex Dispute Resolution team dealing with complaints that have come to the CEO or other ANZ executives or have escalated from our internal dispute resolution team due to complexity or sensitivities.
We are looking for a customer-centric and experienced dispute resolution professional with a commitment to fairness, consistency and critical thinking. You would join a dynamic team to work collaboratively with various stakeholders across the bank to investigate and resolve customer complaints.
Are you passionate about helping customers?
Do you enjoy a dynamic environment where no two days are the same?
Do you love investigating and problem solving?
Do you enjoy engaging with various stakeholders across the business?
Does a flexible and collaborative work environment bring the best out in you?
Do you have knowledge and experience in retail banking and/or complaints?
If so, we would love to hear from you
**Role Type**: Permanent, Full-time
**Role Location**: Flexible across Australia
What will you bring?
To grow and be successful in this 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
High motivation, a team player, and customer focus
Has a resilient approach in dealing with vulnerable customers and customers displaying challenging behaviour
Experience in retail or small business banking, with specific experience in scams and/or lending would be an advantage.
An understanding of dispute resolution principles, regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements 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
11/07/2025, 11.59pm, (Melbourne Australia)