IDR Consultant

• Act as a trusted advisor and simplify banking for the customer
  
• Be the customer’s advocate and make it easy to have their problems resolved
  
• Work with a team that values collaboration and innovation!
  

About The Role

Role Location: 833 Collins St. Docklands, Melbourne, VIC

Role Type: Multiple Opportunities available

As an IDR Consultant you will be responsible for managing and resolving complex customer complaints that may require ongoing investigation and management in order to provide the right outcome for both ANZ and our customer.

You will help drive ANZ to achieve the highest customer satisfaction of the major banks by using your customer service and complaint resolution skills to resolve the complaint, repair damaged customer relationships, and retain customers at risk of attrition.

You will be expected to manage complaints through to final resolutions, managing multiple complaints and stakeholders at the one time and where necessary will respond in writing, requiring a high degree of skill in written communication. Resolution is achieved through negotiation with the customer and ANZ Business units if required.

Are you who we are looking for? We have several vacancies available - three for the Everyday Banking team and two for the Home Owners team).

About You 

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

• Proven Complaint Resolution or Escalations expert, with the ability to investigate, negotiate and make informed commercial and business decisions
  

• Strong customer focus and collaborative approach

• Excellent written and verbal communication skills

• Strong stakeholder management experience

• Ability to manage tight time frames

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.

At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued. 

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 AUS111558.

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