Dispute Resolution Manager

at  ANZ Banking Group

Req ID: 72222
Department: AR Customer Resolution Complaints Resolution
Division: Australia Retail
Location: Melbourne
About Us
At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As a Dispute Resolution Manager in the ANZ Customer Resolution, Remediation and Assurance Portfolio, you’ll work in a small team of Dispute Resolution Managers providing specialist advice to internal and external dispute resolution caseworkers in the Complaints team in relation to complex complaints with a key focus on scams. The role supports caseworkers in investigating, ensuring fair and consistent outcomes, sharing insights and uplifting capability through presentations and contributions to complaints collateral.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Role Type: Permanent, Full-time
Role Location: 833 Collins Street, Docklands VIC 3008
What will your day look like?

Being a subject matter expert within Customer Resolution in relation to complex complaint topics such as responsible lending, credit reporting and scams
Supporting case workers to investigate and resolve complex complaints with a focus on scams.
Sharing insights from complaints and AFCA decisions with stakeholders internal to Customer Resolution and with business units
Building the capability of complaints staff to investigate complaints through coaching and developing strong dispute resolution skills across the complaint handling teams
Providing training to complaints staff and leaders relating to scams and AFCA insights.
Contribute to uplift initiatives and consultations
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Legal background and banking experience
Experience in specialist financial complaints including scams, responsible lending and credit reporting
Proven dispute resolution experience
Strong customer and process improvement focus
Demonstrated coaching experience; empower and inspire the team to deliver
Strong stakeholder management, communication, and facilitation skills
Highly motivated, team focused and results-oriented
Experience in AFCA, operational risk and compliance would be highly regarded
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and communities thrive.
But it’s not just our customers who’ll feel your impact. you’ll feel it too. Because at ANZ, you’ll have the resources, opportunities, and support you need to take the next big step in your career.
We’re a diverse bunch at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can ‘make work, work for them’. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
. You can apply for this role by visiting ANZ Careers and searching for reference number 72222.
Job Posting End Date
19/08/2024 , 11.59pm, (Melbourne Australia