Case Manager

The Role 

To manage the investigation and response to customer disputes, both direct from customers aligned to both business and customer requirements, ensuring that all communication meets Code Compliance and Legal Requirements. To provide support and advice to internal stakeholders on both a case by case and issue orientated basis. To be stakeholder advocates and provide trusted, thorough, impartial and empathetic Dispute Resolution. 

Position Accountabilities 

• Facilitate responses to all verbal and written customer disputes and compliments made direct to Internal Dispute Resolution;

• Achieve team performance benchmarks and targets including the tracking, resolution and reporting of disputes;

• Ensure accurate recording and maintenance of customer and dispute information relevant to resolution of disputes;

• Execute delegated levels of authority in order to effectively resolve a dispute by evaluating policies and applying discretion while balancing the needs of the business and the customer;

• Seeks ways to exceed stakeholders’ expectations and display flexibility in meeting needs through consideration of a range of alternative solutions;

• Retain existing business through overcoming objections, timely resolution of customer concerns and the building and maintaining of strong relationships’ with customers;

• Identify and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales or service improvements;

• Meet quality audit requirements/benchmarks on consistent basis;

• Supports managers and leaders to define objectives/deliverables and required resources to achieve targets;

• Communicate with customers in writing and verbally in resolution of disputes using privacy principles, code compliance, legal and company standards;

• Continually seek opportunities to improve and optimise processes, personal development and enhance customer experience that aligns with strategic goals;

• Actively engage the Lines of Business by getting involved in their projects to ensure that IDR perspective is considered;

• Identification of educational and learning opportunities within the Lines of Business and provide feedback to relevant areas;

• Provide technical and other advice to the Lines of Business on a daily basis;

• To role model the A&G values in all dealings with all customers, team members and stakeholders.

What experience you’ll bring

Skills and Abilities

• Proven problem-solving skills – ability to investigate information provided and break down problems and situations into simple lists of components and tasks;

• Proven decision-making skills – ability to make effective competent decisions in a timely manner relevant to set timeframes and deadlines;

• Proven negotiation skills - taking ownership of customer disputes and producing win-win solutions for the customer and the business;

• Excellent communication skills – proven ability to address all customer issues and convey dispute outcomes in a confident and concise manner both orally and written;

• Demonstrates the ability to engage with customers over the phone with empathy and understanding, acknowledging their complaint journey and ensuring they feel heard and supported throughout the resolution process.

• Time management skills - demonstrated ability to prioritise tasks and organise workload in an effective manner;

• Workload management skills – proven ability to manage variations in workload through identification of priorities;

• Analytical skills - ability to operate in a complex dynamic environment and make decisions and recommend courses of action using data and customer information relevant to disputes;

• Attention to detail - accurately recording customer details and disputes and displaying accuracy in all aspects of the role;

• Managing change - ability to recognise, understand and support the need for change and anticipate the impact on the team and the individual.

• Working knowledge of relevant compliance standards, legislative requirements and industry codes;

• Working knowledge of Internal Dispute Resolution processes and procedures;

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