About Us

At ANZ, we’re dedicated to creating a world where people and communities thrive, driven by our shared goal: to improve the financial wellbeing and sustainability of our millions of customers.

Our Controls and Customer Outcomes portfolio champions customer satisfaction by listening to our customers and solving their concerns effectively. We aim to make a difference by resolving complaints within our regulatory environment with consistency and fairness, leveraging insights to enhance our products and services.

About the Role

Are you passionate about dispute resolution and creating positive customer experiences? Do you thrive in a dynamic environment where no two days are the same? Are you a problem solver who thinks critically and works collaboratively?  If so, we are looking for you to join our team!

There are permanent roles available within our Customer Outcomes teams. You will join a team of dedicated complaint resolution professionals working in Internal Dispute Resolution and External Dispute Resolution teams working to support customers across Australia Retail & Commercial. You will work within a regulatory framework balancing quality and productivity.  The opportunities include:

• Internal Dispute Resolution Case Managers – work with customers & teams across the bank to address customer complaints made directly to ANZ to reach fair and balanced outcomes.

• External Dispute Resolution Case Managers – manage complaints lodged through an external dispute resolution body (mainly AFCA, the Australian Financial Complaints Authority) or a tribunal and work with internal and external stakeholders and customers to resolve the complaint fairly.

If you are interested and considering your next career move, please hit the ‘apply’ button!

Flexible Role Locations: Anywhere within Australia ** Important note:  Recruits must be able to meet the 50% office attendance requirement

Role Type: Permanent and Fixed Term opportunities

What will your day look like?

As a Case Manager, you will be accountable for: 

• Building meaningful connections with customers to accurately understand and identify their concerns and issues.

• Investigating and identifying the root causes of complaints, collaborating with internal teams and external partners to develop effective resolutions.

• Drafting professional correspondence to customers and stakeholders in accordance with regulatory obligations

• Facilitating resolutions by coordinating across departments and stakeholders, ensuring compliance with relevant obligations and regulations

• Providing feedback to relevant teams, driving continuous improvement in processes and customer satisfaction.

• Identifying risk factors and proactively developing mitigation strategies to protect customer satisfaction and organizational interests.

• Supporting and participating in change initiatives to enhance operational efficiency and overall customer experience.

• Engaging in team activities to share knowledge, celebrate successes, and contribute to a collaborative work environment.

What will you bring?

• Demonstrated analytical, problem-solving, and influencing skills with a capacity to identify risks and impacts.

• Resilience, empathy, and critical thinking to generate robust  resolutions and implement corrective actions.

• Strong organizational skills with the ability to prioritize, work under pressure, and maintain attention to detail in documentation and records.

• Advanced interpersonal communication and stakeholder management skills, ideally with customer-facing experience and a data-driven mindset.

• Dispute resolution skills and the ability to effectively negotiate with multiple stakeholders.  

• Experience or an understanding of Retail & Commercial Banking products and processes (including disputes and scams), Wealth and Hardship is highly valued.

At ANZ, a growth mindset is at the heart of our culture. You don’t need to have every skill listed above—we welcome individuals who are eager to learn, grow, and make a positive impact.

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 92374.

Job Posting End Date

30/04/2025 , 11.59pm, (Melbourne Australia)