This second line specialist role leads the uplift of complaints capability across the Bank by providing expert oversight of closed cases to ensure compliance with regulatory obligations, internal policies, and industry codes.
As a subject matter expert, the role drives quality assurance, training, coaching, and system improvements to support the Bank's obligations under RG271, AFCA Rules, COBA and ABA Codes, the NCCP Act, National Credit Code, E‐Payments Code, Privacy Act, and Australian Consumer Law.
What you will be doing
Design and implement a fit‐for‐purpose complaints QA program aligned with regulatory and industry standards
Conduct second‐line reviews of closed complaints to assess compliance, fairness, and customer outcomes
Identify breaches or risks and collaborate with business leaders to address root causes
Deliver data‐informed insights to uplift first‐line capability and improve customer experience
Develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations
Ensure accurate complaint coding in line with internal standards and external requirements (e.g. RG271, AFCA, COBA/ABA Codes)
Support complaints system enhancements, including CRM configuration and staff training (Microsoft Dynamics focus)
Prepare concise reporting for governance forums, highlighting trends, quality themes, and systemic issues
Coordinate calibration sessions to support consistency in complaint handling and decision‐making




Escalate control failures and systemic issues to support proactive risk mitigation
Act as delegate for the Dispute Resolution Manager during periods of leave
What you will bring
Strong attention to detail and sound judgement in assessing complaint outcomes
Accountable, proactive, and outcomes‐focused with a continuous improvement mindset
Skilled in stakeholder engagement and confident working across all levels
Proven ability to deliver targeted training, coaching, and reporting
Strong analytical skills with experience identifying systemic issues and control gaps
Deep understanding of complaints obligations (e.g. RG271, AFCA, COBA/ABA Codes, NCCP Act, Privacy Act, ACL)
Experience in complaints QA, compliance, or dispute resolution in a regulated setting
Hands‐on experience with CRM systems (preferably Microsoft Dynamics) and reporting tools
Proficient in Microsoft Word and Excel
Relevant tertiary qualifications (desirable)
Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.
Bank Australia is an equal opportunity employer committed to sustainable development.
We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities.
We are committed to making reasonable adjustments to provide a positive, barrier‐free recruitment process and supportive workplace.
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📌 Complaints Education & Qa Adviser (New South Wales)
🏢 Bank Australia
📍 New South Wales