Case Manager Customer Disputes Resolution

As part of the Customer Advocacy and Assurance team, you will manage the independent assessment, investigation and resolution of internally escalated disputes and external disputes received from the Australian Financial Complaints Authority (AFCA) and other third-party authorities.

You will put your excellent communication and problem-solving skills to good use, while maintaining a high degree of professionalism when dealing with customers and stakeholders. You will provide trusted, thorough, impartial and empathetic Dispute Resolution following internal policy, procedure and regulatory guidelines.

This is a full-time permanent role based in our Toowong or North Lakes office.

Position accountabilities:

Respond to verbal and written customer complaints directed to the Customer Dispute Resolution Team (IDR).
Respond to referral notices from the AFCA.
Ensure accurate recording and maintenance of customer and dispute information relevant to resolving disputes.
Identify and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales or service improvements.
Meet quality audit requirements/benchmarks on a consistent basis.
Communicate with customers in writing and verbally in resolution of disputes, taking into account all privacy principles, code compliance, legal and company standards requirements.