IDR Case Manager
3 months ago
IDR Case Manager
IDR Case Manager
Req ID: Department: AR Customer Resolution Complaints Resolution Division: Australia Retail Location: DocklandsAbout Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
The Customer Resolution and Remediation Portfolio champions listening to our customers and solving their concerns with the bank. We make a difference by resolving complaints with consistency and fairness, while promoting the value of insights to our colleagues in frontline businesses and tribes. Your work will influence and drive improvements to ANZ’s services and products. You will join a team of dedicated complaint resolution professionals supporting customers across Australia Retail & Commercial. You will work closely with internal teams and external stakeholders to resolve escalated customer complaints and deliver fair and balanced outcomes.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Role Type: Full Time, Multiple Permanent and Secondment opportunities available
Role Location: Flexible across Australia
Work Hours: 40 hours/week
What will your day look like?
We are looking for customer-centric dispute resolution professionals with a commitment to fairness, consistency, and critical thinking. You would join a dynamic team to work collaboratively with various stakeholders across the bank to investigate and resolve customer complaints.
Are you passionate about helping customers?
Does a dynamic environment where ‘no two days are the same’ energise you?
Are you an “outside the box” thinker and an informative decision maker?
Do you love investigation and problem solving?
Do you enjoy engaging with various stakeholders across the business?
Does an innovative, flexible, and collaborative work environment bring the best out in you?
Do you have knowledge and experience in retail/or commercial banking, credit cards, disputes and scams and Wealth?
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven analytical, influencing, and problem-solving skills, combined with the ability to identify risks and impacts.
Critical thinking: an ability to generate options, potential solutions and implement corrective action energised to advocate for your customer, considering fair and balanced outcomes to help improve their financial wellbeing.
Strong planning and coordination skills. Ability to prioritise and work under pressure.
Excellent communication and stakeholder management skills, preferably with direct customer experience.
Highly motivated, results driven, team and customer-focused.
Having an understanding of dispute resolution principles.
Experience in Business Lending, Wealth and Disputes desirable but not essential.
You’re not expected to have % of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
Job Posting End Date
15/08/ , 11.59pm, (Melbourne Australia)
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