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Responsible Lending Case Manager

ANZ Banking Group
Melbourne, Australia
Closing date
May 26, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About the role

The Customer Resolution and Remediation Portfolio champions listening to our customers and solving their concerns with the bank. We make a difference by resolving complaints with consistency and fairness, while promoting the value of insights to our colleagues in frontline businesses and tribes. Your work will influence and drive improvements to ANZ's services and products. You will join a team of dedicated complaint resolution professionals supporting customers across Australian Retail. You will work closely with Australian Financial Complaints Authority (AFCA) and our internal teams to resolve customer complaints and deliver fair and balanced outcomes.

As an External Dispute Resolution Case Manager, you will be responsible for managing complaints received through external dispute schemes, primarily the Australian Financial Complaints Authority (AFCA). We have a number of roles across our EDR teams which specialise in complaint types such as Responsible Lending, Scams and Everyday Banking.

We are looking for customer-centric dispute resolution professionals with a commitment to fairness, consistency and critical thinking. You would join a dynamic team to work collaboratively with various stakeholders across the bank, AFCA and other external organisations to investigate and resolve customer complaints.
  • Are you passionate about helping customers?
  • Does a dynamic environment where no two days are the same energise you?
  • Are you an "outside the box" thinker?
  • Do you love investigation and problem solving?
  • Do you enjoy engaging with various stakeholders across the business?
  • Does an innovative, flexible and collaborative work environment bring the best out in you?
  • Do you have knowledge and experience in retail banking and/or complaints?

Role Type: Permanent, Full Time

Role Location: Melbourne, Sydney, Brisbane, Adelaide and Perth

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
  • Proven analytical, influencing and problem solving skills, combined with the ability to identify risks and impacts.
  • Lateral thinking, and an ability to generate options, potential solutions and implement corrective action.
  • Strong planning and coordination skills. Ability to prioritise and work under pressure.
  • Excellent communication and stakeholder management skills, preferably with customer facing experience and a data-driven mindset.
  • Highly motivated, results driven, team and customer-focused.
  • Experience in retail or small business banking, with specific experience in scams and/or lending an additional advantage.
  • An understanding of dispute resolution principles, regulatory compliance, as well as knowledge of Australian Financial Complaints Authority (AFCA) processes and requirements along with alternative dispute resolution principles would be beneficial but not a requirement.

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.

Why join us?

There's something special about being part of ANZ. From the moment you join us, you're part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

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 and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You'll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 66125

Job Posting End Date

03/06/2024, 11.59pm, (Melbourne Australia)

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