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

The Customer Resolution and Remediation Portfolio are champions for 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.

Are you passionate about helping customers? Are you an “outside the box” thinker” who loves investigation, problem solving and working within a collaborative environment? This is an exciting and dynamic opportunity for you to join ANZ’s Customer Resolution and Remediation Portfolio.

We have multiple Complaints Case Officer (known internally as Case Manager) roles in our new Internal Dispute Resolution team based in Manila. We are looking for customer-centric dispute resolution professionals with a commitment to fairness, consistency, and critical thinking to join our team to support customers across Australia Retail and Commercial Divisions.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours. 

Role Type: Permanent, Full-time
Role Location: 30F, MDC 100 Bldg., E.Rodriguez Jr. Avenue, Corner Eastwest Avenue, Brgy. Bagumbayan, Libis, Quezon City
Work Shift: Australia, Hybrid Work Set-up (50/50)

What will your day look like?

The Complaints Case Officer will play a pivotal role in the Early Resolutions Team and will be responsible for:

• Resolving customer complaints assigned to them with high quality and efficiency and ensuring the delivery of fair and balanced outcomes
• Anticipating impacts to customers, prepare for quality and timely dispute resolutions and provide the customer with the best solutions
• Improving the way we understand and resolve complaints to influence and drive improvements to ANZ’s services and products
• Practicing strong compliance and operational risk management
• Ensuring we meet our dispute resolution targets in line with Australian regulatory requirements

What will you bring?

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

• Strong written and verbal communication skills
• Excellent relationship building and stakeholder management abilities, preferably with direct customer experience
• Proven analytical, influencing, and problem-solving skills, combined with the ability to identify risks and impacts
• Critical thinking and an ability to generate options, potential solutions and implement corrective action
• Energised to advocate for your customer, considering fair and balanced outcomes to help improve their financial wellbeing
• Strong planning and coordination skills and ability to work effectively under pressure
• Highly motivated, results driven, team and customer-focused
• Understanding of dispute resolution principles; customer advocacy and regulatory compliance

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?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

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 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 visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 82705.

Job Posting End Date

13/12/2024 , 11.59pm, (Melbourne Australia)