Resolutions Jobs

An exciting opportunity has arisen for an experienced External Disputes Resolution Manager to join a highly respected organisation in the heart of Melbourne’s CBD. This pivotal role is designed for someone who thrives on supporting others, nurturing talent, and ensuring that customer concerns are addressed with empathy and professionalism. You will be at the forefront of shaping dispute resolution strategies, guiding a dedicated team, and collaborating closely with key internal partners to deliver fair and timely outcomes. The organisation is committed to fostering a supportive environment where your expertise in complaints handling, regulatory frameworks, and alternative dispute resolution methods will be valued and developed. With a focus on continuous improvement and a genuine commitment to customer care, this position offers you the chance to make a meaningful impact while enjoying flexible working opportunities and access to ongoing training. * Play a central role in leading a skilled team of dispute resolution specialists, providing coaching and support to ensure exceptional service delivery for customers facing complex issues. * Utilise your deep understanding of industry regulations and alternative dispute resolution techniques to advise case managers and influence strategic planning within the directorate. * Benefit from a collaborative workplace culture that values your input, encourages professional growth, and supports work-life balance through flexible working arrangements.

About the Company The organisation is a top 4 bank, committed to fostering a world where individuals and communities flourish, guided by a shared mission to enhance the financial well-being and sustainability of millions of customers. Their Controls and Customer Outcomes portfolio is dedicated to championing customer satisfaction by attentively addressing customer concerns and resolving them effectively. They strive to make a meaningful impact by addressing complaints within a regulatory framework with consistency and fairness, utilising insights to improve their products and services. About the Role Are you passionate about dispute resolution and creating positive customer experiences? Do you thrive in a dynamic environment where no two days are the same? Are you a problem solver who thinks critically and works collaboratively? If so, we are looking for you to join our team! There are permanent roles available within our Clients Customer Outcomes teams. You will join a team of dedicated complaint resolution professionals working in Internal Dispute Resolution and External Dispute Resolution teams, supporting customers across Australia Retail & Commercial. You will work within a regulatory framework, balancing quality and productivity. The opportunities include: * Internal Dispute Resolution Case Managers – work with customers and teams across the organisation to address customer complaints made directly to our client and reach fair and balanced outcomes. * External Dispute Resolution Case Managers – manage complaints lodged through an external dispute resolution body (mainly AFCA, the Australian Financial Complaints Authority) or a tribunal, and work with internal and external stakeholders and customers to resolve the complaint fairly. Experience or an understanding of Retail & Commercial Banking products and processes (including disputes and scams), Wealth and Hardship is highly valued.

Our client is seeking a dedicated and empathetic Disputes Resolutions Specialist to join their team. This role offers an exciting opportunity to utilise your strong background in complaint resolution, to be instrumental in addressing customer complaints, ensuring fair and balanced outcomes. What you bring: The ideal candidate for the Disputes Resolutions Specialist role brings a strong background in complaint resolution within the banking sector. Experience dealing with wealth management and hardship cases is also highly desirable. Your commitment to providing exceptional customer service will drive your success in this role. * Proven experience in complaint resolution essential * Knowledge of retail and commercial banking products and processes * Strong interpersonal skills * Ability to work collaboratively with various stakeholders