IDR SmartChoice Specialist

  • Be a champion of effective complaints handling
  • Build and maintain collaborative relationships across business units and key stakeholders
  • Build your career your way

About The Role
Role Location: 242 Pitt Street, Sydney NSW 2000
Role Type: Permanent (40 hours per week)
As IDR (Internal Dispute Resolution) SmartChoice Specialist, you will be responsible for managing, investigating, and resolving complex and escalated complaints that are received via the complaints line, Senior Managers and other email, VOC (voice of the customer) channels. You will also support the Complaints Analysts and Quality Analysts in the resolution of complaints they are dealing with as required, and be Champion effective in complaint handling as per the Principles of Problem Resolution and Complaint Handling and contribute to the culture of problem resolution throughout the organisation. Moreover, you will follow up on customer service issues identified as a result of resolving complaints and contribute to customer confidence within the organisation.
About You
To be successful in this role, you will ideally bring the following:

  • Excellent verbal and written communication skills, proven ability to empathise, influence and negotiate
  • Awareness and practical experience of formal complaints process
  • Excellent customer service skill and ability to effectively manage confrontational situations
  • Strong retail experience
  • Expert knowledge of bank systems and frontline processes
  • Strong stakeholder engagement skills

About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number AUS089151.

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