Are you passionate about ensuring fairness, quality and continuous improvement? Do you champion excellence in customer experience? It starts here. With Bendigo Bank… and you. 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. So, why work for us? With over 2.7 million customers, 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’. Continuously voted 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! 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! We are committed to responding to all candidates, regardless of the outcome of your application.