Workflow Support Officer

1 month ago

Bendigo, Australia Bendigo and Adelaide Bank Full time

Closing date:  Thursday 10th of October, 5pm

Position Description: 

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

Find out more about us and our incredible history here:

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

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

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.

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