Case Manager
Vor 6 Tagen
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Case ManagerDepartment: AR Customer Resolution Complaints Resolution
Division: Australia Retail
Location: Melbourne
About UsAt 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 RoleAs a Case Manager in our Customer Resolution and Remediation Portfolio, you'll play a key role in helping to resolve 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 Australian Retail.
We have roles available to handle both internal and external complaints received from the Australian Financial Complaints Authority (AFCA).
In both roles you will work closely with our internal teams to resolve escalated customer complaints and deliver fair and balanced outcomes.
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.
Role Type: Permanent, Full-timeRole Location: Flexible across AustraliaWhat will your day look like?As a Case Manager, you will be accountable for:
Customer Engagement: connecting with customers to understand their concerns and issues.Issue Investigation: Dive into problem-solving mode by investigating the root causes of the issues reported.
Collaborate with internal teams and external partners to gather information, analyse data, and develop effective solutions.Stakeholder Coordination: Work closely with both internal departments and external partners to coordinate and implement solutions.Feedback Loop: Ensure that feedback is collected and passed on to the relevant teams.Risk Management: Identify potential risk factors and develop strategies to mitigate them.Change Initiatives: Support and manage change initiatives to enhance operational efficiency and customer experience.Letter Writing: Draft clear and professional correspondence to customers and stakeholders.Team Engagement: Participate in and contribute to team engagement activities.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.Lateral thinking, and an ability to generate options, potential solutions and implement corrective action.Strong planning and coordination skills.Excellent communication and stakeholder management skills.Highly motivated, results-driven, team and customer-focused.Experience in retail banking.An understanding of dispute resolution principles 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?From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
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.
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.
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 84756.
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