Complaints Officer (Part Time - 20 hours) - Flexible

Australian Military Bank Ltd; Sydney; Hybrid; AUD 55,000 - 75,000; Part time

Benefits offered by this job

Staff Banking discounts

Novated Leasing options

4 weeks Paid Parental Leave

Referral Reward Program

Employee Assistance Program

Annual Flu Shot

Birthday Leave

Job summary

Australian Military Bank is seeking a part-time Complaints Officer reporting to the Complaints Manager to manage Internal Dispute Resolution complaints from initial assessment through to resolution and closure. You will work with members and stakeholders to gather information and deliver fair outcomes.

You will maintain accurate records in our Risk & Compliance system, support regulatory reporting, and escalate complex matters as needed. Flexible hours and potential remote work are available.

Qualifications

• Solid understanding of the regulated financial services industry and end-to-end complaints handling.
• Experience with dispute resolution and regulatory obligations.
• Excellent written and verbal communication with empathetic engagement with members.

Responsibilities

• Manage Internal Dispute Resolution complaints from initial assessment to resolution and closure.
• Collaborate with members and internal/external stakeholders to gather information and resolve concerns.
• Maintain accurate complaint records in the Risk & Compliance system and support regulatory reporting.
• Identify complex, high-risk, or externally disputed matters for escalation to the Complaints Manager.
• Provide operational coverage for the Complaints Manager when required.

Skills

Complaints handling

Regulatory knowledge

Written & verbal comms

Stakeholder management

Empathy & sensitivity

Education

Tertiary qualifications desirable

Job description

Since 1959, Australian Military Bank has provided members with fantastic service, great rates and competitive banking and insurance products. As a member owned financial institution, we are all about putting members first and helping them to achieve their financial goals. We offer mortgage, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance.

Your Role:

Reporting to the Complaints Manager, the Complaints Officer will support the effective management of member complaints while delivering a fair, timely and positive member experience.

In this role, you’ll manage Internal Dispute Resolution complaints from initial assessment and investigation through to resolution and closure. You’ll work directly with members, both verbally and in writing and collaborate with internal and external stakeholders to gather information, understand concerns and work towards fair and appropriate resolutions.

You’ll maintain accurate complaint and member interaction records within our Risk & Compliance system, support regulatory reporting requirements, and identify and escalation complex, sensitive, systemic, high risk or externally disputed matters to the Complaints Manager.

As a part time member of the team, you’ll also provide operational coverage for the Complaints Manager when required, working within your capability, delegated authority and established escalation arrangements.

This is a part time opportunity with a preference for the hours to be worked across five days per week. Having coverage across the working week is important to support our complaints function and ensure we can meet our regulatory complaint obligations.

We understand flexibility is important and are open to discussing start and finish times as well as location and remote working arrangements for the right candidate. While our preference is for five day coverage, we may also consider a four day working arrangement for the right candidate.

About You

You will have a solid understanding of the regulated financial services industry and end to end complaints handling, dispute resolution and relevant regulatory obligations.

You will have excellent written and verbal communication skills, with the ability to prepare clear, concise and well supported responses to members. You will be respectful and empathetic when navigating difficult or sensitive conversations and have sound negotiation, information gathering and problem solving skills.

You will be able to identify trends, themes and root causes from complaints, build effective relationships with stakeholders, and maintain accurate and detailed records. Strong attention to detail and the ability to prioritise competing demands and meet deadlines will be important, along with the ability to handle sensitive and confidential information in line with the Bank’s processes.

Relevant tertiary qualifications are desirable, along with training in complaint handling, dispute resolution or case management.

You will bring demonstrated experience in complaints, dispute resolution, case management, risk or compliance within a regulated environment.

You will be confident communicating directly with members, using empathy and sensitivity to understand their concerns and negotiate practical resolutions. You will also be comfortable working independently, taking ownership of matters within your authority and escalating issues when required.

Benefits

Working with Australian Military Bank will provide you access to a great range of benefits including:

• Staff Banking product + Services discounts
• Novated Leasing options
• 4 weeks Paid Parental + Purchased Leave option
• Referral Reward Program
• Employee Assistance Program
• Annual Flu Shot + Blood Donor Leave
• Polo Shirt provided
• Service Awards
• Birthday Leave

Interested?

If you’re someone who enjoys solving problems, navigating sensitive conversations and finding fair outcomes for members, we’d love to hear from you. This is a great opportunity to bring your complaints experience into a collaborative banking environment where you can take ownership of your work and make a genuine difference to our members.

Why Us

Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working.

Probity check

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.