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Case Manager

Case Manager

Req ID:  34030
Department:  Complaints HO (35270727)
Division:  Australia Retail (T20000)
Location:  Melbourne

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 to resolve escalated customer complaints and deliver fair and balanced outcomes.


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, External Dispute Resolution, and Internal Dispute Resolution teams as follow:     

  • Early Resolution Case Manager roles will specifically deal with complaints about credit cards, every day banking, disputes and scams.
  • External Dispute Resolution Case Manager roles will specifically manage complaints received through the Australian Financial Complaints Authority (AFCA).
  • Internal Dispute Resolution Case Manager roles will particularly handle customer complaints about hardship, ANZ collection processes and credit reporting.  


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?
  • 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 and/or commercial banking?


Role Type: Permanent and Fixed Term opportunities available

Role Location: Flexible across Australia

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.
  • 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
  • An understanding of dispute resolution principles, the role of the Customer Advocate and regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements along with alternative dispute resolution principles 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.

Why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.


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 and community you need to take the next big step in your career, towards even bigger things in the future.


We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.


You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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, let us know how we can provide you with additional support.


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 34030.

Job Posting End Date

30/03/2023image, 11.59pm, (Melbourne Australia)

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