Case Manager Complex and External Dispute Resolution

About us

As one of Australia’s most trusted brands it’s vital that we listen to our customers and place them at the centre of everything we do.

The Customer Advocate Office is the heartbeat of our organisation in representing the customer. They consult with, listen to, understand, and prioritise what the customer is seeking from the organisation. The Customer Advocate Office works collaboratively to provide relevant and evolving metrics, solutions, insights, feedback, and marketing to successfully achieve our vision of being Australia’s bank of choice.

It’s a busy time in the Complex and External Dispute Resolution team so we’re on the lookout for two more people to join the team in a full-time capacity as Case Managers - Complex & External Dispute Resolution. One position is a permanent opportunity, and the other is a fixed term contract/secondment through until October this year.

About the role

In this role you can combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. You’ll listen to and handle complaints received through External Dispute Resolution organisations, such as the Australian Financial Complaints Authority (AFCA). Providing information to external parties and ensuring the Bank has conducted a full in-depth impartial investigation of each compliant in a timely manner.

This is a fast-paced role where you will liaise with our customers, and business units, along with External Dispute staff to resolve complaints. You will also undertake ad hoc tasks within the Complex and External Dispute Resolutions Team as requested including management and admin of the Compliments dashboard, Suggestions, as well as assisting with complaints received through the Managing Directors Office.

Join a collaborative, tight knit team that are passionately dedicated and proud to be delivering fast resolutions and outcomes for our customers. You’ll receive on the job training, coaching from experienced team members, and support from the whole team, who all pitch in to work together and share the load.

The Customer Advocate Office is based at the Bendigo Centre, however this role can be based in any of our main office locations in Melbourne, Bendigo, or Adelaide for the two days that you’ll be working in the office, noting that hybrid ways of working are our norm.

About you

As the Case Manager - Complex & External Dispute Resolution you’ll get to:
Be proactive in servicing the needs of our customers and staff, offering appropriate and relevant solutions
Resolve customer complaints within agreed timeframes
Take ownership of feedback received and manage in accordance with the Customer Feedback Management Policies and Procedures
Provide first level customer feedback support to the wider group, guiding them in the customer feedback management process and best practice
Have an awareness of vulnerable customers, and the ability to identify and assist complainants who need additional assistance
Negotiate with all levels of management, including our subsidiaries and alliances, to achieve a fair outcome to complaints for both the customer and the organisation
From the feedback received, identify opportunities for improvement across product, policy/procedure, systems and staff communications

**To be successful in the role, you'll have**:
Previous experience working within a disputes or complaints resolution team, ideally within banking and financial services
Knowledge and understanding of the banking policies and procedures including RG271 legislation requirements and other relevant industry codes of practice will be highly beneficial
Excellent interpersonal skills, with the confidence to have difficult conversations as required
Strong verbal and written communication skills with an excellent customer service ethos
Analytical thinking and good judgement, with the ability to problem solve and make sound and reasoned decisions
The ability to build strong working relationships with people at all levels internally, as well as with external stakeholders
The ability to work to tight timelines and manage workflow with limited supervision
A high level of computer literacy, especially across the MS Office suite of products
FSRA Tier 2

What we offer

There's so much more to a career with Bendigo and Adelaide Bank than just banking.

Working with us opens the door to a whole lot more than a fee free account. Get real benefits, work life balance and flexibility. A career with Bendigo and Adelaide Bank will see you become part of the team, your contribution will be valued, and you’ll get all the assistance you need to reach your full potential.

Bring your brilliant mind and we’ll help you take your learning to the next level with on-the-job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.

Be quick to apply Applications will be reviewed as they are