External Dispute Resolution Case Managers

About Our Client Our client, is committed to fostering a world where individuals and communities flourish, united by their mission to enhance the financial wellbeing and sustainability of millions of customers. Their Controls and Customer Outcomes portfolio is dedicated to ensuring customer satisfaction by attentively addressing and resolving customer concerns. By navigating the regulatory landscape with consistency and fairness, they strive to make a meaningful impact, using insights to continually improve their products and services. About the Role Are you enthusiastic about resolving disputes and enhancing customer experiences? Do you excel in a dynamic setting where each day brings new challenges? Are you a critical thinker and collaborative problem solver? If so, we invite you to join our team!

What will your day look like?

As a Case Manager, you will be responsible for:

• Manage complaints lodged through an external dispute resolution body or a tribunal and work with internal and external stakeholders and customers to resolve the complaint fairly.
• Building meaningful connections with customers to accurately understand and identify their concerns and issues.
• Investigating and identifying the root causes of complaints, collaborating with internal teams and external partners to develop effective resolutions.
• Drafting professional correspondence to customers and stakeholders in accordance with regulatory obligations.
• Facilitating resolutions by coordinating across departments and stakeholders, ensuring compliance with relevant obligations and regulations.
• Providing feedback to relevant teams, driving continuous improvement in processes and customer satisfaction.
• Identifying risk factors and proactively developing mitigation strategies to protect customer satisfaction and organizational interests.

What will you bring?

• Candidates require experience in complaint resolution, as well as Retail & Commercial Banking products and processes (including disputes and scams), Wealth and Hardship.
• Demonstrated analytical, problem-solving, and influencing skills with a capacity to identify risks and impacts.
• Resilience, empathy, and critical thinking to generate robust resolutions and implement corrective actions.
• Advanced interpersonal communication and stakeholder management skills, ideally with customer-facing experience and a data-driven mindset.
• Dispute resolution skills and the ability to effectively negotiate with multiple stakeholders.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.