About the Company
ANZ Banking Group is one of Australia’s largest banks, providing banking and financial products and services to over 8.5 million customers globally. With a strong commitment to customer satisfaction and ethical practices, ANZ strives to be a leading financial institution that operates with integrity and transparency. We believe in fostering a diverse and inclusive workplace where every employee feels valued and supported.
Job Description
We are seeking a dedicated Ombudsman Support Officer to join our Dispute Resolution team in Alice Springs. This role is crucial in upholding ANZ’s commitment to fair and transparent customer complaint handling. You will be responsible for assisting in the resolution of complex customer disputes, acting as a liaison between customers, internal departments, and the Financial Ombudsman Service (FOS). Your ability to empathize, investigate thoroughly, and communicate clearly will be key to your success in ensuring equitable outcomes.
Key Responsibilities
- Manage and respond to inbound customer complaints escalated to the Ombudsman level.
- Investigate complex customer issues, gathering all necessary information and documentation from various internal systems and departments.
- Liaise effectively with customers, internal stakeholders, and external dispute resolution bodies like FOS.
- Prepare detailed case summaries and recommendations for resolution, adhering to regulatory guidelines and internal policies.
- Maintain accurate and comprehensive records of all communication and actions taken.
- Provide exceptional customer service, ensuring empathy and professionalism throughout the dispute resolution process.
- Contribute to continuous improvement initiatives within the dispute resolution framework.
Required Skills
- Minimum of 2 years experience in a customer service or dispute resolution role within the financial services industry.
- Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
- Strong analytical and problem-solving abilities, capable of investigating and synthesizing information from multiple sources.
- Demonstrated empathy and active listening skills.
- Proficiency in using Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Tertiary qualification in Law, Business, or a related field.
- Experience working with a Financial Ombudsman Service or similar external dispute resolution body.
- Knowledge of relevant financial services legislation and regulations (e.g., ASIC Regulatory Guides).
Perks & Benefits
- Competitive salary and superannuation contributions.
- Comprehensive health and wellness programs.
- Access to ongoing professional development and career growth opportunities.
- Employee assistance program for personal and professional support.
- Flexible work arrangements where applicable.
- Inclusive and supportive team environment.
- Discounted banking products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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