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Case Manager Internal Dispute Resolution - 12-months fixed term

  • 929911
  • Sydney
  • Adelaide
  • Bendigo
  • Melbourne
  • Full Time
  • Closing at: Dec 8 2021 at 23:55 ACDT

As one of Australia’s most trusted brands it’s vital that we listen to our customers and place them at the centre of everything we do.

The Customer Advocate Office is the heartbeat of our organisation in representing the true voice of the customer. They consult with, listen to, understand, and prioritise what the customer is seeking from the organisation. The Customer Advocate Office is responsible for direct customer feedback - complaints, compliments, and suggestions, making things easier for our customers when things don’t go as well as they should.

It’s been a busy year in the Internal Dispute Resolution team with some of our Case Managers growing their careers and moving on up into more senior roles, or across to more specialised areas of the Customer Advocate Office. This means we are on the look out for two more people to join the Internal Dispute Resolution team and start the next chapter in their career as a Case Manager.

We have two 12-month fixed term opportunities for full-time Case Managers Internal Dispute Resolution to join the team. In this role you can combine your curious nature and investigative problem-solving skills with your love of delivering great customer experiences. Working closely with customers, primarily over the phone, to investigate and quickly resolve complaints relating to financial products and services - preferably during the customer’s first contact with the Bank.

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. Working with internal and external stakeholders to source and review information and provide resolutions for complaint responses within a timely manner as prescribed in the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271.

Join 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.

The Customer Advocate Office is based at the Bendigo Centre, however this role can be based in any of our main office locations: Melbourne, Bendigo, Sydney, or Adelaide. You will also have the flexibility to work from home some days to better balance work and life.


As the Case Manager Internal Dispute Resolution you will:

  • 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 focussed; 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 within a disputes or complaints resolution team, ideally within banking and financial services
  • Strong written and verbal communication skills with exceptional attention to detail
  • Excellent time management skills
  • The ability to manage multiple competing tasks and re-prioritise constantly
  • Demonstrated problem solving and investigative skills
  • Resilience and determination, coupled with a good sense of humour


At Bendigo and Adelaide Bank 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 you’re excited to be part of an organisation with a rich history and a bright future - then this could be the role for you! Apply now.


It is a condition of employment with the Bank that you are fully vaccinated against COVID-19, unless you have a medical contraindication or acute illness which prevents you from receiving the vaccine and you provide satisfactory evidence of this to the Bank.

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