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Complex Case Manager

Complex Case Manager

Req ID:  30572
Department:  External Dispute Resolution (39970028)
Division:  Australia Retail (T20000)
Job Family:  Banking / Core (default)
Location:  Melbourne

About the role

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

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.

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 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.  Your role will also include reviewing escalations from branch or the contact centre, where customers have acted inappropriately and a warning or exit needs to be considered.


•    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, including ANZ branches and the contact centre?
•    Does an innovative, flexible, and collaborative work environment bring the best out in you?


If so, we would love to hear from you!


Role Location: Flexible across Australia
Role Type: Permanent, Full Time


What will you bring?

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

  • Experience managing a caseload of complex complaints
  • A resilient approach in dealing with vulnerable customers and customers displaying challenging behaviour.
  • 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
  • Ability to prioritise and work under pressure
  • Excellent communication and stakeholder management skills
  • High motivation, a team and customer focus
  • Understanding of dispute resolution principles, the role of regulatory compliance and  a broad understanding of Australian Financial Complaints Authority (AFCA) processes.


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 30572

Job Posting End Date

31/01/2023image, 11.59pm, (Melbourne Australia)

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