Case Manager Internal Dispute Resolution

Bendigobank; Greater Bendigo; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work options

Job summary

Bendigo Bank is seeking a Case Manager, Internal Dispute Resolution (IDR) to independently investigate and resolve complaints while balancing customer and business needs. You will work with internal stakeholders to ensure fair, timely outcomes in line with RG271 and BCoP guidelines.

The role offers a hybrid work model with flexible options and a permanent full-time position based in our head office locations across Australia. You will coach colleagues and help improve the customer journey.

Qualifications

• Experience in dispute resolution within financial services or banking
• Strong RG271, BCoP, AFCA, NCCP and Privacy Act knowledge
• Excellent written and verbal communication; adaptable to diverse customers
• Ability to navigate difficult conversations and priorities independently
• Proficiency with CRM platforms and Microsoft Office

Responsibilities

• Investigate and resolve customer complaints with independent, timely decisions.
• Draft clear, empathetic response letters explaining complex financial decisions.
• Collaborate with Retail Banking, Wealth, Legal, Financial Crimes, and Up to source information and resolve cases.
• Ensure files and CRM records comply with RG271, BCoP and internal risk frameworks.
• Identify systemic issues and recommend process improvements.

Skills

Dispute resolution

Regulatory knowledge RG271

Exceptional communication

Problem solving

CRM systems

MS Office

Education

FSR Tier 2 (RG146) qualification

Tools

CRM platforms

Job description

It starts here. With Bendigo Bank… and you.

Are you passionate about delivering fair outcomes and driving continuous improvement in customer experience?

We are looking for a dedicatedCase Manager, Internal Dispute Resolution (IDR)to join our team. In this critical role, you will independently investigate and resolve complaints on behalf of the Bank. By working closely with complainants and internal stakeholders, you will ensure fair, consistent, and timely outcomes that balance both customer and business needs.

This role provides unique insights into our customer journey, giving you the opportunity to identify systemic issues, advise leadership, and coach colleagues across the organisation to uphold our cultural values and customer experience standards.

What You'll Do

• Investigate & Resolve:Conduct detailed, independent investigations of customer complaints to reach fair resolutions at the earliest opportunity, mitigating the risk of escalation to AFCA.
• Communicate with Empathy:Manage inbound and outbound calls with complainants and stakeholders, keeping all parties engaged. You will also draft clear, concise, and empathetic response letters explaining complex financial decisions.
• Collaborate Across the Bank:Partner with a wide range of internal teams—including Retail Banking, Wealth, Group Legal, Financial Crimes, and Up digital—to source information and resolve cases.
• Ensure Compliance:Operate strictly within ASIC's RG271 guidelines, the Banking Code of Practice (BCoP), and internal risk frameworks, ensuring all files and CRM records are accurate and up to date.
• Drive Continuous Improvement:Proactively identify potential systemic issues and recommend improvements to our processes, products, and overall customer experience.
• Coach & Support:Act as a subject matter expert, providing guidance and support to colleagues regarding best practices in complaint handling.

What You'll Bring

• Industry Experience:Prior dispute resolution experience is highly desirable, particularly within a customer-facing financial services, banking, or credit environment.
• Regulatory Knowledge:Strong understanding of RG271, BCoP, AFCA approaches, the National Consumer Credit Code (NCCP), and the Privacy Act. An FSR Tier 2 (RG146) qualification is highly desirable.
• Exceptional Communication:Outstanding written and verbal communication skills, with a proven ability to adapt your approach to suit diverse customer needs, including those experiencing vulnerability or financial hardship.
• Problem-Solving & Resilience:The ability to navigate difficult conversations, manage competing priorities independently, and collaborate with stakeholders to find timely solutions in a fast-paced team.
• Technical Proficiency:Confidence using various Customer Relationship Management (CRM) platforms and the Microsoft Office Suite.

Why Join Us?

Bring your curiosity, resilience, and customer-first mindset to a role where you can genuinely make a difference to our customers and our business. If you are ready to challenge the status quo and drive meaningful change, we want to hear from you.

We offer flexible work options that put our people first, working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This role is a Full time, permanent opportunitybased in any of our head office locations.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

So, what are you waiting for? Come and join the better big bank!

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

We are committed to responding to all candidates, regardless of the outcome of your application.