External Dispute Resolution Case Manager

The role

To manage the investigation and response to customer’s disputes, both direct from customers and the Australian Financial Complaints Authority (AFCA), aligned to both business and customer requirements, ensuring that all communication meets Code Compliance and Legal Requirements.

To provide support and advice to internal stakeholders on both a case by case and issue-oriented basis. To be stakeholder advocate and provide trusted, thorough, impartial, and empathetic Dispute Resolution.

• Manage verbal and written customer disputes and AFCA referrals.
• Achieve performance benchmarks for dispute resolution and reporting.
• Maintain accurate records of customer interactions and dispute information.
• Evaluate policies to resolve disputes effectively, balancing business and customer needs.
• Identify opportunities for process improvements and support business objectives.
• Communicate resolutions clearly an...