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Complaints Case Manager

Complaints Case Manager

Req ID:  27648
Department:  Early Resolution (30330597)
Division:  Australia Retail (T20000)
Job Family:  Banking / Core (default)
Location:  Flexible across Australia

About the role

Are you interested in this exciting and dynamic opportunity to join ANZ’s Customer Resolution and Remediation? We have multiple case manager roles in our Early Resolution team, specifically dealing with complaints relating to everyday banking, cards, disputes, and scams.           


We are looking for customer-centric complaint resolution professionals with a commitment to fairness, consistency, and critical thinking. You would join a highly engaged 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?
  • 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 banking and/or disputes and scams?


Role Type: Permanent and Secondment (12 months) opportunities are available 

Role Location: Flexible across Australia

What will your day look like

The Customer Resolution and Remediation Portfolio champions listening to our customers and solving their problems. 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 Australian Financial Complaints Authority (AFCA) and our internal teams to resolve escalated customer complaints and deliver fair and balanced outcomes.

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 and a data-driven mindset
  • Highly motivated, results driven, team and customer-focused
  • Experience in retail banking and/or business lending preferred and specialised hardship or credit reporting experience desirable but not essential

So, why join us?

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.


We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.


A happy workplace is a thriving one. So to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.


We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you. Some of the work we do can be done from home, and some from an ANZ workplace – it’s all about what works for your team, and above all else, our customers!


We want to make sure everyone has an inclusive and supportive experience throughout our recruitment process and when joining ANZ. If you are a candidate with a disability, and require adjustments to our recruitment process or the role itself let us know how we can provide you with additional support.

Job Posting End Date

08/12/2022image, 11.59pm, (Melbourne Australia)

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