Case Managers – Customer Resolution (VIC, QLD, NSW, SA, WA)

• An innovative, flexible and collaborative work environment
• Act as a champion for listening to our customers and solving their problems
• Multiple permanent and fixed term role opportunities available

• VIC - Melbourne (833 Collins Street, Melbourne 3000, VIC)
• SQLD - Toowong (Toowong Village, 3 Sherwood Road, Toowong 4066, QLD)
• NQLD - Cairns (Cairns Square, 42-58 Abbott Street, Cairns 4870, QLD)
• NSW - Parramatta (Level 4, 20 Smith Street, Parramatta 2150, NSW)
• WA - West Perth (1275 Hay Street, West Perth 6005, WA) 
• SA – Torrensville (156 Henley Beach Road, Torrensville SA 5031)

We are offering a number of roles with a mix of traditional in the office and also trialing a selection of roles to be predominantly from home, with “hubs” being set up for occasional visits by team members for training and team connection. Roles intended to be performed predominantly from home will require reliable internet connectivity and a suitable private environment so that customer care and confidentiality can be maintained.

Where an individual is unable to predominantly work from home due to personal circumstances or where ANZ otherwise considers, including as part of any trial arrangements, that any such role is unable to be performed predominantly from home, the role may instead be offered as an office-based role.

The Customer Resolution Portfolio is undergoing transformation. Significant investment is being made to our systems, process and capabilities and we are now ready to grow 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 and Customer Advocate teams in our Customer Resolution Portfolio. You will join a team of dedicated complaint resolution professionals supporting customers across Australia Retail & Commercial, made up of Internal Dispute Resolution team and External Dispute Resolution team. The opportunities include:

• First Point Resolution Case Managers - responsible for taking inbound calls, listening with empathy and focusing on solving problems at the first point.
• Internal Dispute Resolution Case Managers - work with customers & teams across the business to address customer complaints that are made directly to ANZ to deliver fair and balanced outcomes.
• External Dispute Resolution Case Managers – work with customers, external bodies & teams across the business to address customer complaints that are made to external dispute resolution bodies (e.g. AFCA) to deliver fair and balanced outcomes.

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 written and verbal communication and stakeholder management skills, supported with a data-driven mindset
• Highly motivated, results driven, team and customer-focused
• Having experience in 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
• Having experience in banking would be beneficial
• Having a legal background would be beneficial, but not a requirement

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.

Note: You will need to complete a couple of online assessments including a case study and a digital interview as part of the selection process. Invites to these assessments will be sent to you via email. Please make sure to complete the online assessments within two business days upon receipt so we can progress your application further.

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 AUS118698.