EDR & Specialised Case Managers Complaint Resolution


Reference #
Closing Date

Banking & Financial Services

Vacancy Type
Work type
  • An innovative, flexible and collaborative work environment
  • Act as a champion for listening to our customers and solving their problems
  • Multiple permanent and secondment role opportunities available


About The Roles

Role Locations:

  • All candidates based in a metropolitan area within Australia will be employed on a blended model and required to attend their local head office 2-3 times per week
  • Candidates not based in a metro area will be employed on a remote basis and be required to attend their local hub office about once a month

Role Grades: Group 5.1 – 4.3 depending on background and experience

Role Type:  Permanent and 12 month secondment opportunities available

The Customer Resolution Portfolio is undergoing transformation with significant investment being made to our systems, process and capabilities and we are growing our team.

The Customer Resolution Portfolio is a champion for listening to our customers and solving their problems. We make a difference to our customers by resolving complaints with consistency and fairness while promoting the value of insights to our colleagues in frontline businesses and tribes to drive improvement in our products and services.

There are multiple permanent role opportunities that will be available within the Complaint Resolution team in the Customer Resolution Portfolio. You will join a team of dedicated complaint resolution professionals supporting customers across Australia Retail & Commercial. The opportunities include:

  • Specialised Resolution Case Managers - work with our customers experiencing financial difficulty to resolve their complaints with a fair and balanced outcome      
  • External Dispute Resolution Case Managers – work with customers, the Australian Financial Complaints Authority and other external organisations and teams across the business to resolve customer complaints that are made to external dispute resolution bodies to deliver fair and balanced outcomes.

About You

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

  • Proven analytical, influencing and problem solving skills combined with the ability to identify risks and impacts as well as possible solutions and corrective actions
  • Strong planning and co-ordination skills. Ability to prioritise and work under pressure
  • Excellent communication and stakeholder management skills, preferably with customer facing experience and a data-driven mindset
  • Highly motivated, results driven, team and customer-focused
  • Experience in retail/business lending and hardship/collections is desirable
  • Having an understanding of dispute resolution principles, the role of the Customer Advocate and regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements along with alternative dispute resolution principles would be beneficial but not a requirement


About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded. 

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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 or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code (AUS133445).


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