Case Manager Internal Dispute Resolution
vor 4 Wochen
Your new role with Bendigo Bank is just a few clicks away.
About the role
As our Case Manager Internal Dispute Resolution, you will report to the Team Manager Internal Dispute Resolution and will combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. Working closely with customers, both over the phone and via written correspondence, to investigate and quickly resolve complaints relating to financial products and services - preferably during the customer's first contact with the Bank. The Customer Feedback Team is responsible for direct customer feedback, making things easier for our customers when things don't go as well as they should.
This is a fast-paced role and a key point of insight into our customer's experience, while also providing advice, coaching, and support to Bank staff to ensure consistent delivery on customer experiences in line with the Bank's cultural values. You will work with internal and external stakeholders to source and review information and provide resolutions for customer complaints, in line with the Australian Securities and Investments Commission's (ASIC) Regulatory Guide 271.
You will be joining a collaborative, tight-knit team that is passionately dedicated and proud to be delivering fast resolutions and outcomes for our customers. You'll receive on-the-job training, coaching from experienced team leaders, and support from the whole team, who all pitch in to work together and share the load.
This role is a full-time, permanent role, based at any of our head office locations.
About you
As our new Case Manager Internal Dispute Resolution, you will bring the following skills:
Investigate customer complaints to ensure quick resolution and deliver a great customer experience.
Review and respond to complaints via different channels (phone, email, letters) within specific timeframes.
Support, educate and coach internal stakeholders and colleagues on complex financial and legal concepts in an easy-to-understand manner.
Liaise with external parties to provide and review information related to customer disputes under investigation.
Identify emerging issues, trends, or potential risks and then escalate accordingly.
Be solutions-focused; apply your curious nature to explore the right thing to do by our customers.
Have the confidence to escalate an issue where required and push for a positive outcome for the customer.
To be successful in the role, you'll have:
Previous experience working in Banking & Financial Services.
Demonstrated experience and commitment to providing high-quality customer service.
Excellent written and verbal communication skills.
Strong time management skills with the ability to prioritise.
Demonstrated problem-solving and investigative skills.
Resilience and determination, coupled with a good sense of humour.
Sound computer skills including Microsoft Word and bank management systems such as LINX.
Knowledge of RG 271 Licensing would be an advantage.
We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week.
About Bendigo Bank
With over 7,000 employees, we are Australia's fifth largest retail bank with a vision our purpose – 'to feed into the prosperity of our customers and communities, not off it'. We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at
Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.
Our perks and benefits:
Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.
So, what are you waiting for? Come and join the better big bank
Still in two minds?
Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now
We don't want you to be missed, so please note that directly emailed CVs may not be picked up by the system and may risk being missed from the process.
We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.
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