As an experienced Case Manager, you'll handle dispute cases primarily raised to the Australian Financial Complaints Authority (AFCA) across a wide range of banking products, including personal banking, business banking, and wealth management. You may also manage disputes received from tribunals and other resolution bodies in Australia.

You’ll lead and execute the investigation and analysis of disputes in line with regulatory requirements and timeframes directed by dispute resolution bodies. This will include the creation of well-informed written dispute submissions and document production at each stage of AFCA’s process, collaboration with various teams across the business to ensure accurate and timely information is shared and considering client-focused solutions in all interactions to improve client experience. Through your risk assessment, you will be identifying areas of potential opportunity for the business to consider meaningful improvements to internal processes. Additionally, you will communicate with clients as well as internal and external stakeholders with high level of expertise (both written and verbal) to achieve positive solutions and make a real difference within our retail bank.