EDR Case Manager


Reference #
Closing Date

Banking & Financial Services

Vacancy Type
Work type
  • Manage possible systemic issues identified by EDR Schemes
  • Be the key driver of customer satisfaction
  • Critical role in delivering ANZ’s strategy to achieve the highest customer satisfaction of the major banks

About The Role
Role Location: 242 Pitt Street Sydney
Role Type: Permanent Fulltime
As the External Dispute Resolution Case Manager you are to investigate and resolve disputes that have referred to ANZ by the Australian Financial Complaints Authority (AFCA), or the Superannuation Complaints Tribunal (SCT), the Australian Privacy and Information Commissioner (OAIC), the Australian Human Rights Commissioner (AHRC), ASIC and the Royal Commission. It is required to be knowledgeable and compliant to RG146 and in various Wealth services, such as Financial Planning, Super, Pensions, Insurance (General, Life and Consumer Credit) and Share Investing as you will be providing expertise on solutions to the team and broad Senior Management and Executive stakeholder group across ANZ Wealth to support the EDR Manager.
You will be responsible for managing and submitting quality responses on behalf of ANZ Wealth to the relevant EDR scheme, in a manner placing the customer at the forefront and to a successful resolution.
You will also be responsible for highlighting opportunities to improve the Wealth Complaint Resolution Centre’s (WCRC) processes to reduce complaints escalated to AFCA/SCT from the Internal Dispute Resolution (IDR) teams, drive efficiency, identify quality and process improvement opportunities within the EDR Team as well as ensuring early resolution of AFCA complaints and to assist drive lower SCT/AFCA/OAIC/AHRC costs for the business.
About You
To grow and be successful in this role, you will ideally bring the following

  • RG146 compliant - Diploma in Financial Advice
  • Experience in conciliation, disputes or mediation      
  • Knowledge of AFCA processes and requirements and alternative dispute resolution principles
  • Excellent, organisational, analytical and problem solving skills; innovative and lateral thinking   
  • Strong verbal and written communication skills
  • Strong interpersonal, negotiation, consultancy, stakeholder relationship and communication skills particularly at Senior and Executive levels. Proven experience and ability to meet strict deadlines
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.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
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 AUS098337.

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