Case Manager Complex and External Dispute Resolution

Closing date: 23^rd April (shortlisting and interviews may commence prior to closing date so dont delay: apply now!)

Are you a people-first kind of individual who thrives on supporting others with a customer first mentality

It starts here. With Bendigo Bank and you.

As our Case Manager External Dispute Resolution you will report to the Team Manager External Dispute Resolution and will take ownership of cases received on behalf of our customers from independent external dispute resolution bodies such as the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioned (OAIC) and to thoroughly investigate and resolve these complaints when required.

You will work with internal and external key stakeholders to source and review information and provide resolutions for complaint responses within a timely manner as prescribed in the Australian Securities and Investments Commissions (ASIC) Regulatory Guide 271 (RG 271).

You will be responsible for addressing complaints whether IDR or EDR that are escalated through to AFCA and conduct detailed investigation into all complaints and determine fair outcome for the customer. Furthermore you will work with AFCA case managers to resolve complaints where necessary and coordinate inbound and outbound telephone calls (with customers and staff and EDR bodies)

About you

As our new Case Manager External Dispute Resolution you will bring the following skills:

• Manage and maintain a caseload with competing priorities
• Knowledge of RG271 consumer protection laws relating to financial products and services AFCA approaches and relevant industry codes of practice
• Letter writing skills
• Provide 1st level support to the wider network for dispute resolution guidance and support
• Investigate and respond to complaints and disputes within required timeframes
• Excellent verbal communication skills
• Letter writing skills to provide Bank position relating to customer feedback
• Perform administrative tasks such as handling inbound/outbound emails combined with compiling and reviewing supporting documentation
• Handling phone calls to and from customers their representatives and other stakeholders
• Execute strategies and actions that are designed to keep External Dispute Resolution costs to a minimum
• Recording matters appropriately to meet compliance and analysis obligations
• Review accounts and determine the best course of action for the Customer and the Company
• Provide support and guidance to internal and external stakeholders
• Knowledge and understanding of the Banks Products Services and Procedures
• Ability to interpret and apply relevant legal frameworks in a practical sense
• Knowledge of Bendigo and Adelaide Bank products and services
• Demonstrated ability to deepen customer relationships

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.

This role is a 12 month internal secondment opportunitybased inany of ourhead office locations.

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.

Please note all internal candidates are required to notify 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 theRecruiter forthis 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: Crystal McNabb Senior Talent Acquisition Advisor
Recruiter Email:

For more information check out the Application Process for Internal Candidatespage.