Case Manager Internal Dispute Resolution

at  Bendigo Adelaide Bank

ABOUT THE ROLE

As our Case Manager Internal Dispute Resolution you will report to the Team Manager Internal Dispute Resolution and will combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. Working closely with customers, both over the phone and via written correspondence, to investigate and quickly resolve complaints relating to financial products and services - preferably during the customer’s first contact with the Bank. The Customer Feedback Team is responsible for direct customer feedback, making things easier for our customers when things don’t go as well as they should.
This is a fast-paced role and a key point of insight into our customer’s experience, while also providing advice, coaching, and support to Bank staff to ensure consistent delivery on customer experiences in line with the Bank’s cultural values. You will work with internal and external stakeholders to source and review information and provide resolutions for customer complaints, in line with the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271.
You will be joining a collaborative, tight knit team that are passionately dedicated and proud to be delivering fast resolutions and outcomes for our customers. You’ll receive on the job training, coaching from experienced team leaders, and support from the whole team, who all pitch in to work together and share the load.
This role is based in Bendigo although we would consider applicants in any of our main office locations: Melbourne, Ipswich or Adelaide and for a strong candidate we can consider other locations. You will also have the flexibility to work from home some days for a better work and life balance.

To be successful in the role, you’ll have:

• Previous experience working in Banking & Financial Services
• Demonstrated experience and commitment to providing high quality customer service
• Excellent written and verbal communication skills
• Strong time management skills with the ability to prioritise
• Demonstrated problem solving and investigative skills
• Resilience and determination
• Sound computer skills including Microsoft Word and bank management systems such as LINX
• Knowledge of RG 271 Licensing would be an advantage
• If you are interested in this opportunity, please submit you application directly online including a current CV and optional cover letter.
• We offer flexible work options that put our people first and a hybrid model of minimum 60% on site attendance (as of July 1st) in a local Head Office p/wee