About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As an IDR Hardship Case Manager in our Customer Resolutions, you’ll play a key role in helping to investigate and find resolutions for customer complaints. As an IDR Hardship Case Manager, you will manage hardship, collections and credit reporting complaints in our Internal Dispute Resolution team.

We are seeking customer-centric dispute resolution professionals with substantial experience in handling hardship and credit reporting issues. Candidates should possess a strong commitment to fairness and consistency, excellent critical thinking skills, and a keen risk mindset. In this role, you will join a dynamic team and collaborate with various stakeholders across the bank, the Australian Financial Complaints Authority (AFCA), and other external organisations to investigate and resolve customer complaints.
 

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full time
Role Location: 833 Collins Street, Docklands VIC

What will your day look like?

As an IDR Hardship Case Manager, you are accountable for:

• Customer Engagement: Connecting with customers to understand their concerns and issues.
• Issue Investigation: Dive into problem-solving mode by investigating the root causes of the issues reported. Collaborate with internal teams and external partners to gather information, analyse data, and develop effective solutions.
• Stakeholder Coordination: Work closely with both internal departments and external partners to coordinate and implement solutions. Your ability to communicate clearly and efficiently will be key to resolving issues promptly and effectively.
• Risk Management: Identify potential risk factors and develop strategies to mitigate them. Your proactive approach will help safeguard both customer satisfaction and the company’s interests.
• Feedback Loop: Once solutions are implemented, ensure that feedback is collected and passed on to the relevant teams. Your insights will help improve processes and prevent future issues, driving continuous improvement across the organisation.
• Change Initiatives: Support and manage change initiatives to enhance operational efficiency and customer experience.
• Letter Writing: Draft clear and professional correspondence to customers and stakeholders. Whether it's an apology, update, or detailed explanation, your communication will play a crucial role in maintaining positive relationships.
• Team Engagement: Participate in and contribute to team engagement activities. Foster a collaborative and positive work environment by sharing knowledge, celebrating successes, and supporting your colleagues.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Understanding of the regulatory environment relating to hardship and credit reporting
• Risk-focused mindset to raise and manage real events and understanding of relevant BCOP obligations
• Excellent communication, stakeholder management, and investigation skills, supported by an evidence-based mindset
• Strong strategic thinking, resilience, analytical, and problem-solving skills
• Understanding of ANZ’s dispute resolution principles, customer advocacy, and regulatory compliance
• Proven ability to communicate complex information into logical written responses that are in plain English and easily understandable
• Experience in managing a caseload of complex complaints with competing priorities

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 89655
 

Job Posting End Date

09/04/2025 , 11.59pm, (Melbourne Australia)