Senior Complaints

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 usWe 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, a competitive salary, and 13% superannuation.Our staff have access to a range of benefits supporting physical and mental wellbeing, including 24/7 free counselling, free flu vaccinations, and discounted gym memberships.We support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation, and family violence leave; plus the opportunity for bonus annual leave.We foster career growth through learning and development and cultivate an organizational culture that rewards innovation and values over 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, working with partner organizations to protect threatened species and involve staff in conservation efforts.What you will be doingDesign and implement a 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 standards and external requirements (e.g., RG271, AFCA, COBA/ABA Codes).
Support system enhancements, including CRM configuration and staff training (Microsoft Dynamics focus).
Prepare concise reports for governance forums, highlighting trends, quality themes, and systemic issues.Coordinate calibration sessions to ensure consistency in complaint handling and decision-making.Escalate control failures and systemic issues for proactive risk mitigation.Act as delegate for the Dispute Resolution Manager during leave periods.What you will bringStrong attention to detail and sound judgment in assessing complaint outcomes.Accountability, proactivity, and a focus on outcomes with a continuous improvement mindset.Skilled 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.Proficiency in Microsoft Word and Excel.Relevant tertiary qualifications (desirable).
Commitment to Bank Australia's purpose, values, and the B Corp ethos.By submitting an application, you agree to Bank Australia's Privacy Policy for applicants and confirm your legal right to work in Australia.
We are an equal opportunity employer committed to sustainability and diversity, including Aboriginal and Torres Strait Islander peoples, people from varied cultural backgrounds, and those with disabilities.
We support reasonable adjustments for a positive, barrier-free recruitment process and workplace.Bank Australia reserves the right to withdraw this advertisement at any time.
Applications will be considered as received.
The successful candidate will undergo background checks, including police and employment verification.
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