Case Manager Internal Dispute Resolution | Melbourne, Bendigo or Adelaide

Melbourne - Australia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Are you passionate about ensuring fairness quality and continuous improvement Do you champion excellence in customer experience

It starts here. With Bendigo Bank and you.

As a Case Manager Internal Dispute Resolution you will investigate and resolve customer complaints related to financial products and services. You will ensure timely fair and regulatory-compliant outcomes primarily guided by ASICs RG271. Working together by partnering across teams to support systemic improvements and share insights.

Youll model BENs values in every interaction listening with empathy acting with integrity and focusing on solutions. You continuously improve by embracing feedback identifying opportunities for change and lifting service standards. Your work ensures customers feel heard respected and confident in the support they receive from their bank. A strong risk awareness sound judgment and excellent problem-solving skills are essential in this frontline support role.

Key responsibilities:

Investigate and resolve customer complaints in line with RG271 ensuring fair timely and well-documented outcomes.
Communicate clearly with customers and stakeholders providing updates advice and resolution outcomes with empathy and professionalism.
Collaborate with internal teams to identify root causes support continuous improvement and reduce the risk of escalation.

To succeed in this role wed love you to have:

Comprehensive understanding of RG271 and consumer protection laws related to financial products and services.
Experience in complaint handling or dispute resolution ideally within financial services.
Strong communication skills written and verbal with the ability to explain complex issues clearly and respectfully.
Sound judgment attention to detail and the ability to manage competing priorities in a fast-paced environment.
A collaborative mindset with the confidence to work across teams and contribute to continuous improvement.

We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.

We are currently recruiting for twoPermanent full-time positions.

Position Description:PD - Case Manager Internal Dispute Resolution (Oct 2024) (5).docx

Please note all internal candidatesare required tonotify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact theRecruiterforthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.

RecruiterName:Natalie Cornell Senior Talent Acquisition Advisor
RecruiterEmail:

For more information check out theApplication Process for Internal Candidatespage.

Required Experience:

Manager

Are you passionate about ensuring fairness quality and continuous improvement Do you champion excellence in customer experienceIt starts here. With Bendigo Bank and you.As a Case Manager Internal Dispute Resolution you will investigate and resolve customer complaints related to financial products an...