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About the Role

The purpose of this role is to manage AMP Bank related AFCA IDR and EDR complaints in accordance with the AMP’ Customer Complaints Framework and the broader enterprise accountabilities. This will involve completing the investigation, analysis and resolution of the complaint with AFCA and the customer in a timely manner that is fair and consistent.

Responsibilities

• Engage with customers, their representatives, AMP staff and other stakeholders in relation to AFCA IDR and EDR complaints concerning AMP Bank
• Conduct detailed investigations and analysis of complex issues and circumstances in relation to AFCA IDR and EDR complaints, including examination of documentary evidence, consideration of legal and regulatory requirements and applying concepts of conduct and fairness to determine a fair and reasonable outcomes in the circumstances and making recommendations
• Negotiate and facilitate suitable resolutions of complaints with customers and/or their representatives
• Interpret and apply relevant, regulatory requirements and industry codes when preparing written complaint responses to AFCA. Specifically, the Corporations Act 2001, National Consumer Credit Protection Act 2009, National Credit Code, the Banking Code of Practice, ePayments Code, AML / CTF obligations, Scams Prevention Framework and AFCA’s Rules and Approaches.
• Represent AMP in AFCA matters, including conciliation conferences and other dispute resolution forums, and prepare high-quality complaint responses, submissions and determinations.
• Ensure compliance with legislative, regulatory and internal requirements.
• Communicate complaint outcomes and key issues with stakeholders.
• Identify and escalate risks, incidents, systemic issues and opportunities for improvement.
• Maintain effective confidentiality, quality and risk controls.

Requirements

• Ideally at least 5 years’ experience in banking industry, with a strong background in complaints management, dispute resolution and customer remediation.
• Relevant experience in complaints management, including engagement with AFCA and external dispute resolution schemes.
• High-level ability to investigate and analyse complex customer disputes, assess documentary evidence, apply technical and regulatory information and exercise sound judgement to determine fair and appropriate outcomes.
• Experience identifying, managing and escalating systemic issues, risks and complaint-related incidents.
• Experience working to targets and goals within a structured, regulated environment.
• Excellent communicator with outstanding verbal and written communication skills and the ability to translate complex information into clear, practical insights for a range of audiences.
• Approachable and collaborative in style, building effective relationships with stakeholders at all levels and thriving in a team environment.
• Exceptional problem-solving, systems analysis and critical thinking skills, combined with exceptional organisational capability, attention to detail and a commitment to quality outcomes.
• Ability to effectively manage competing priorities, balance multiple deadlines and maintain a structured approach in a demanding environment.

Skills

• Complaints management
• Dispute resolution
• Customer remediation
• Engagement with AFCA
• External dispute resolution schemes
• Investigation
• Analysis
• Regulatory interpretation
• Written communication
• Verbal communication
• Problem-solving
• Systems analysis
• Critical thinking
• Organisational capability
• Attention to detail

Location

• Sydney
• Melbourne

Work Type

• Full-time

Experience Level

• At least 5 years’ experience in banking industry

Education Level

• Tertiary qualifications or relevant industry-based qualifications and/or experience.

Benefits

• Health and wellbeing support
• Opportunities to volunteer, fundraise and give back to the community

About the Company

• AMP is a nimbler business with new leadership and thinking, redefining financial services and turning its legacy into something positive and powerful for the future.
• AMP helps people with their banking, super, retirement and finances through upturns, downturns, recessions, and major life transitions, enabling them to create their tomorrow.
• AMP has been helping people for over 170 years and aims to add to the prosperity of the country and its people.

Equal Opportunity

• AMP is dedicated to fostering inclusion, diversity, and a warm feeling of belonging.
• AMP supports candidates in the selection process to put their best self forward.
• AMP is committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people and encourages candidates from these backgrounds to apply.