Workflow Support Officer

1 week ago

Bendigo, Australia Bendigo & Adelaide Bank Full time

**Closing date**: Thursday 10th of October, 5pm**

**Your new role with Bendigo Bank is just a few clicks away.**

**About the role**

As our **Workflow Support Officer (External Dispute Resolution) **you will report to the **Head of Customer Resolution **and will bring your admin experience to support the External Dispute Resolution team with triage and workflow to enable them to manager and resolve complaints within effectively and efficiently and within necessary due dates.

Within this role, you will load all new AFCA cases into LINX and current operating spreadsheet including EDR section, whilst also allocating new cases to case managers based on capacity and due dates. You will identify priority cases and allocate accordingly, and though the triage process build case notes e.g. intellinx case notes and contact relevant business units for additional information where required

You will regularly submit OTR to AFCA and furthermore, manage the EDR mailbox to ensure all communication or further requests for information are managed accordingly and in a timely manner. You will take part in managing the phone queue, complete data entry fixes in LINX (if needed) and manage correspondence through AFCA Portal.

**About you**

As our new **Workflow Support Officer (EDR)**, **you will bring the following skills**:

- Excellent oral and written communication skills
- Proficient Microsoft Office skills including Excel
- Ability to make sound and reasonable decisions
- Excellent time management and organisational skills and the ability to use initiative
- Attention to detail
- Relevant experience in complaint management
- Administrational experience
- Understanding of and adherence to the Bank’s corporate values

**We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week**

This role is a full time, **permanent,** based at our Adelaide or Ipswich head office locations

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

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