AddressAbout the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
The Customer Resolution and Remediation Portfolio are champions for 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.
Are you passionate about helping customers? Are you an “outside the box” thinker” who loves investigation, problem solving and working within a collaborative environment? This is an exciting and dynamic opportunity for you to join ANZ’s Customer Resolution and Remediation Portfolio.
We have multiple Case Manager roles in our new Internal Dispute Resolution team based in Manila. We are looking for customer-centric dispute resolution professionals with a commitment to fairness, consistency, and critical thinking to join our team to support customers across Australia Retail and Commercial Divisions.
The Complaints Case Manager will play a pivotal role in the Early Resolutions Team and will be responsible for:
- Resolving customer complaints assigned to them with high quality and efficiency and ensuring the delivery of fair and balanced outcomes
- Anticipating impacts to customers, prepare for quality and timely dispute resolutions and provide the customer with the best solutions
- Improving the way we understand and resolve complaints to influence and drive improvements to ANZ’s services and products
- Practicing strong compliance and operational risk management
- Ensuring we meet our dispute resolution targets in line with Australian regulatory requirements
Role Type: Permanent, Full-time
Role Location: 30F, MDC 100 Bldg., E.Rodriguez Jr. Avenue, Corner Eastwest Avenue, Brgy. Bagumbayan, Libis, Quezon City
Work Shift: Australia, Hybrid Work Set-up (50/50)
What will you bring?
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.
To grow and be successful in the role, you will ideally bring the following:
- Strong written and verbal communication skills
- Excellent relationship building and stakeholder management abilities, preferably with direct customer experience
- Proven analytical, influencing, and problem-solving skills, combined with the ability to identify risks and impacts
- Critical thinking and an ability to generate options, potential solutions and implement corrective action
- Energised to advocate for your customer, considering fair and balanced outcomes to help improve their financial wellbeing
- Strong planning and coordination skills and ability to work effectively under pressure
- Highly motivated, results driven, team and customer-focused
- Understanding of dispute resolution principles; customer advocacy and regulatory compliance
So, 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 www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 58540.
Job Posting End Date
09/02/2024, 11.59pm, (Melbourne Australia)
