Closing date: Tuesday 4th February

Position Description: PD - Case Manager Internal Dispute Resolution (Oct 2024) (5).docx

Your new role with Bendigo Bank is just a few clicks away.

About the role  

As our Case Manager Internal Dispute Resolution you will report to the Team Manager Internal Dispute Resolution and will combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. Working closely with customers, both over the phone and via written correspondence, to investigate and quickly resolve complaints relating to financial products and services - preferably during the customer’s first contact with the Bank. The Customer Feedback Team is responsible for direct customer feedback, making things easier for our customers when things don’t go as well as they should. 

This is a fast-paced role and a key point of insight into our customer’s experience, while also providing advice, coaching, and support to Bank staff to ensure consistent delivery on customer experiences in line with the Bank’s cultural values. You will work with internal and external stakeholders to source and review information and provide resolutions for customer complaints, in line with the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271. 

You will be joining a collaborative, tight knit team that are passionately dedicated and proud to be delivering fast resolutions and outcomes for our customers. You’ll receive on the job training, coaching from experienced team leaders, and support from the whole team, who all pitch in to work together and share the load. 

This role is based in Bendigo although we would consider applicants in any of our main office locations: Melbourne, Ipswich or Adelaide and for a strong candidate we can consider other locations. You will also have the flexibility to work from home some days for a better work and life balance. 

About you 

As our new Case Manager Internal Dispute Resolution, you will bring the following skills:

• Investigate customer complaints to ensure quick resolution and deliver a great customer experience 
• Review and respond to complaints via different channels (phone, email, letters) within specific timeframes 
• Support, educate and coach internal stakeholders and colleagues on complex financial and legal concepts in an easy-to-understand manner 
• Liaise with external parties to provide and review information related to customer disputes under investigation 
• Identify emerging issues, trends, or potential risks and then escalate accordingly 
• Be solutions focused; apply your curious nature to explore the right thing to do by our customers 
• Have the confidence to escalate an issue where required and push for a positive outcome for the customer 

To be successful in the role, you'll have: 

• Previous experience working in Banking & Financial Services 
• Demonstrated experience and commitment to providing high quality customer service  
• Excellent written and verbal communication skills 
• Strong time management skills with the ability to prioritise  
• Demonstrated problem solving and investigative skills 
• Resilience and determination
• Sound computer skills including Microsoft Word and bank management systems such as LINX 
• Knowledge of RG 271 Licensing would be an advantage 
• If you are interested in this opportunity, please submit you application directly online including a current CV and optional cover letter.  

• We offer flexible work options that put our people first and a hybrid model of minimum 60% on site attendance (as of July 1st) in a local Head Office p/week

There are multiple roles available (2 x perm role, 1 x 12 month fixed term contract) based at any of our head office locations (Adelaide, Melbourne, Bendigo or Ipswich)

About Bendigo Bank

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)

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.

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

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!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

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