In-Demand Team manager external dispute resolution Jobs

Experienced Case Manager - Dispute Resolution
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Dispute Resolution Representative | 12 Month Max Term Contract
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Experienced Case Manager - Dispute Resolution

Macquarie Group Limited -
Sydney NSW

Apply Now

Job Details

Permanent | Full-time

Benefits

Matched giving program
Annual leave
Work from home
Parental leave
Employee assistance program
Paid volunteer leave
Salary packaging

Qualifications

Financial services
Communication skills

Full Job Description

Our Dispute Resolution team are instrumental in managing risk and ensuring an exceptional level of service throughout our retail bank. Working closely with clients, external third-party dispute resolution bodies, and partnering with internal teams, we proactively manage risk and protect the quality of our diverse range of products and services.

We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you’re empowered to shape a career that is fulfilling and creates value. You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future.

What role will you play?

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 both in lending and deposits You may also manage disputes received from tribunals and other resolution bodies in Australia.

Your primary role will be to lead and execute the investigation and analysis of AFCA disputes in line with regulatory requirements and timeframes. 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.

What you offer

A minimum of 2-3 years dispute resolution experience in financial services managing AFCA complaints, retail banking experience highly preferred
A strong understanding of the banking and financial services landscape, with proven experience in retail banking products and services would be highly preferred
An inquisitive mind set, allowing you to thoroughly investigate cases and make well-informed recommendations
Exceptional communication skills that enable you to draft precise documentation and clearly, professionally convey case information to clients, internal, and external stakeholders
Experience identifying and reporting on opportunities for continuous improvement within our products, policies, and procedures

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:

1 wellbeing leave day per year
Up to 5 additional service bonus leave days per year
Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers
2 days of paid volunteer leave and donation matching
Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave
Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
Access to a wide range of salary packaging options
Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
Hybrid and flexible working arrangements, dependent on role
Reimbursement for work from home equipment

About Banking and Financial Services

Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.

Our commitment to diversity, equity and inclusion

We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.

Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.

Apply Now

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