Are you passionate about ensuring fairness, quality and continuous improvement? Do you champion excellence in customer experience?

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Closing Date: COB Wednesday 11th June. 

Position Description:  PD - Case Manager Internal Dispute Resolution (Oct 2024) (2).docx

As a Case Manager, Internal Dispute Resolution, you will investigate and resolve customer complaints related to financial products and services. You will ensure timely, fair, and regulatory-compliant outcomes, primarily guided by ASIC’s RG271. Working together by partnering across teams to support systemic improvements and share insights.

You’ll model BEN’s values in every interaction, listening with empathy, acting with integrity, and focusing on solutions. You continuously improve by embracing feedback, identifying opportunities for change, and lifting service standards. Your work ensures customers feel heard, respected, and confident in the support they receive from their bank. A strong risk awareness, sound judgment, and excellent problem-solving skills are essential in this frontline support role.

Key responsibilities:

• Investigate and resolve customer complaints in line with RG271, ensuring fair, timely, and well-documented outcomes.
• Communicate clearly with customers and stakeholders, providing updates, advice, and resolution outcomes with empathy and professionalism.
• Collaborate with internal teams to identify root causes, support continuous improvement, and reduce the risk of escalation.

To succeed in this role, we’d love you to have:

• Comprehensive understanding of RG271 and consumer protection laws related to financial products and services.
• Experience in complaint handling or dispute resolution, ideally within financial services.
• Strong communication skills – written and verbal – with the ability to explain complex issues clearly and respectfully.
• Sound judgment, attention to detail, and the ability to manage competing priorities in a fast-paced environment.
• A collaborative mindset with the confidence to work across teams and contribute to continuous improvement.

We offer flexible work options that put our people first and a hybrid model of minimum 60% on site attendance in a local Head Office p/week.

We are excited to announce that we are expanding our IDR team by three! We are currently recruiting for two permanent, full-time positions and one 12-month fixed-term contract. These roles are available at any of our head office locations, offering a fantastic opportunity to join our dynamic team. 

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.   

Recruiter Name:   Natalie Cornell – Senior Talent Acquisition Advisor

Recruiter Email:   natalie.cornell@bendigoadelaide.com.au

Recruiter Number: 0354857465