Member Complaints Specialist (Part-Time)

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

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.