About the opportunity

Join a collaborative and supportive team to deliver prompt resolutions for card and merchant disputes while ensuring adherence to relevant scheme rules and the ePayments Code. The role involves conducting thorough investigations into card transaction disputes and collaborating with customers to accurately determine the underlying cause of the dispute. A key aspect of the position is selecting the correct chargeback code, which directly impacts whether the bank recovers funds from the other financial institution or incurs a financial loss.

This role will suit someone who is self-driven, inquisitive, and highly motivated, with adaptability and the ability to work independently.  If you have previously or are currently working in a branch or phone based customer role, then this could be the ideal opportunity to progress your career with the bank!

In this role you’ll get to…

• Deliver specialist support to cardholders, the retail network, head office departments, and partners, with a focus on maintaining high-quality customer service.
• Take ownership, initiative, and decisive action to address customer requests, ensuring outcomes are both advantageous for the customer and aligned with the Bank’s objectives.
• Showcase an understanding of chargeback rules and regulations for both Mastercard and Visa.
• Efficiently manage card transaction disputes while ensuring compliance with Mastercard and Visa regulations.
• Respond to customer feedback in accordance with relevant banking regulations, ensuring the bank's exposure to financial loss is effectively managed.

What you’ll bring to the role

To be successful in the role you will have:

• The ability to interpret rules and guidelines effectively and apply them to specific scenarios. 
• Capability to make independent and well-informed decisions.
• Experience in customer service and handling inbound phone calls.
• Proficiency in RFS / 3270 systems.
• Understanding of transaction process flows.
• Great attention to detail and accuracy in all tasks.

We offer flexible work options that put our people first, and a hybrid model of a minimum of 40% of your week in the office, increasing to 60% in July 2025.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

If this sounds like an opportunity for you check out the attached Position Description and apply.  PD-CHA~1.DOC

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 Hiring Leader Tamara Miller (Team Manager Card Disputes) or Kate Weston (Senior Talent Acquisition Advisor) 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. 

For more information, check out the Application Process for Internal Candidates page. 

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!