Senior Complaints

Posted: 19/08/2025

Closing Date: 16/09/2025

Job Type: Permanent - Full Time

Location: Collingwood or Mascot

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we're creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we're building on the strong foundations of our history and shared values as we bring together the best of both banks.

This second line specialist role leads the uplift of complaints capability across the Bank by providing expert oversight of closed cases to ensure compliance with regulatory obligations, internal policies, and industry codes. As a subject matter expert, the role drives quality assurance, training, coaching, and system improvements to support the Bank's obligations under RG271, AFCA Rules, COBA and ABA Codes, the NCCP Act, National Credit Code, E-Payments Code, Privacy Act, and Australian Consumer Law.

Why join us

• We have big plans to become Australia's leading purpose-driven bank.
• As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 13% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Design and implement a fit-for-purpose complaints QA program aligned with regulatory and industry standards
• Conduct second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes
• Identify breaches or risks and collaborate with business leaders to address root causes
• Deliver data-informed insights to uplift first-line capability and improve customer experience
• Develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations
• Ensure accurate complaint coding in line with internal standards and external requirements (e.g. RG271, AFCA, COBA/ABA Codes)
• Support complaints system enhancements, including CRM configuration and staff training (Microsoft Dynamics focus)
• Prepare concise reporting for governance forums, highlighting trends, quality themes, and systemic issues
• Coordinate calibration sessions to support consistency in complaint handling and decision-making
• Escalate control failures and systemic issues to support proactive risk mitigation
• Act as delegate for the Dispute Resolution Manager during periods of leave

What you will bring

• Strong attention to detail and sound judgement in assessing complaint outcomes
• Accountable, proactive, and outcomes-focused with a continuous improvement mindset
• Skilled in stakeholder engagement and confident working across all levels
• Proven ability to deliver targeted training, coaching, and reporting
• Strong analytical skills with experience identifying systemic issues and control gaps
• Deep understanding of complaints obligations (e.g. RG271, AFCA, COBA/ABA Codes, NCCP Act, Privacy Act, ACL)
• Experience in complaints QA, compliance, or dispute resolution in a regulated environment
• Hands-on experience with CRM systems (preferably Microsoft Dynamics) and reporting tools
• Proficient in Microsoft Word and Excel
• Relevant tertiary qualifications (desirable)
• Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia's Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.