About 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

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small.

The Customer Resolution 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.

Are you interested in this exciting opportunity to join ANZ’s Customer Resolution & Remediation Portfolio? We have a Complex Case Manager role in our EDR & Complex Dispute Resolution team dealing with complaints that have come to the CEO or other ANZ executives or have escalated from our internal dispute resolution team due to complexity or sensitivities.

We are looking for a customer-centric and experienced dispute resolution professional 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?
• Do you enjoy a dynamic environment where no two days are the same?
• Do you love investigating and problem solving?
• Do you enjoy engaging with various stakeholders across the business?
• Does a flexible and collaborative work environment bring the best out in you?
• Do you have knowledge and experience in retail banking and/or complaints?

If so, we would love to hear from you!

Role Type: Permanent, Full-time

Role Location: Flexible across Australia

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven analytical, influencing and problem-solving skills, combined with the ability to identify risks and impacts
• Lateral thinking, and an ability to generate options, potential solutions and implement corrective action
• Strong planning and coordination skills. Ability to prioritise and work under pressure
• Excellent communication and stakeholder management skills, preferably with customer facing experience
• High motivation, a team player, and customer focus
• Has a resilient approach in dealing with vulnerable customers and customers displaying challenging behaviour
• Experience in retail or small business banking, with specific experience in scams and/or lending would be an advantage.
• An understanding of dispute resolution principles, regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements would be beneficial but not a requirement.

You’re not expected to have 100% 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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 95595.

Job Posting End Date

11/07/2025 , 11.59pm, (Melbourne Australia)