Closing date: Thursday 10th of October, 5pm Your new role with Bendigo Bank is just a few clicks away. About the role As our Workflow Support Officer (External Dispute Resolution), you will report to the Head of Customer Resolution and will bring your admin experience to support the External Dispute Resolution team with triage and workflow to enable them to manage and resolve complaints effectively and efficiently within necessary due dates.
Within this role, you will load all new AFCA cases into LINX and current operating spreadsheet including EDR section, whilst also allocating new cases to case managers based on capacity and due dates. You will identify priority cases and allocate accordingly, and through the triage process build case notes (e.g., intellinx case notes) and contact relevant business units for additional information where required.
You will regularly submit OTR to AFCA and manage the EDR mailbox to ensure all communication or further requests for information are managed accordingly and in a timely manner. You will take part in managing the phone queue, complete data entry fixes in LINX (if needed), and manage correspondence through the AFCA Portal.
About you As our new Workflow Support Officer (EDR), you will bring the following skills:
Excellent oral and written communication skills Proficient Microsoft Office skills including Excel Ability to make sound and reasonable decisions Excellent time management and organisational skills and the ability to use initiative Attention to detail Relevant experience in complaint management Administrational experience Understanding of and adherence to the Bank's corporate values We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week. This role is a full-time, permanent, based at our Adelaide or Ipswich head office locations.
About Bendigo Bank With over 7,000 employees, we are Australia's fifth largest retail bank with a vision and purpose – 'to feed into the prosperity of our customers and communities, not off it'. We are 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!
Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)
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. Our perks and benefits: Belong to a wonderful team of people. Know how we know they're great to work with? They told us! Great benefits, work-life balance, and flexibility.
Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that! We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you. 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!
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now! We don't want you to be missed, so please note that directly emailed CVs may not be picked up by the system and may risk being missed from the process. We love the support recruitment agencies give businesses every day; however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.
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