A Rare Opportunity to work in both Customer Advocacy & Governance

Are you an experienced wealth management or margin lending specialist ready to step into a governance and escalation customer queries role?

At Bendigo Bank, we are accelerating toward our 2030 Strategy—deepening customer and partner relationships, simplifying how we do business, and futureproofing our risk and compliance capabilities. Within our specialized Margin Lending & Wealth Management division—powering market-leading brands Sandhurst Trustees and Leveraged—we are seeking a commercially sharp, seasoned Customer Care & Governance Senior Analyst.

How the Senior Analyst Role Sets You Apart

As the Senior Analyst, you are the first point of escalation and trusted technical SME for the broader Margin Lending and Wealth Management teams.

You will lead the investigation and resolution of our most intricate customer and partner disputes, provide an escalation point for complex customer queries from within the team, and serve as the critical risk gatekeeper for business and technology transformations across Sandhurst Trustees and Leveraged Equities.

Key Accountabilities: What You’ll Drive

• Senior Subject Matter Expert & Escalation Point: Act as the primary operational escalation point for Customer Care & Governance Analysts on complex wealth scenarios, dispute resolution, and regulatory edge cases.
• Complex Dispute & Complaint Management: Lead investigations and craft formal responses for high-stakes, escalated customer and partner complaints, balancing strict regulatory compliance with equitable, empathetic customer outcomes.
• Trend Analysis & Strategic QA: Assist Analysts with quality assurance reviews across margin lending and wealth operations; extrapolate root-cause insights and trends from monitoring data to drive continuous capability uplift.
• Business Change & Governance Initiatives: Act as SME to review, assess, and sign off on technology and process enhancements, ensuring operational readiness and conducting upskilling sessions across wealth business units.
• Line 1 Risk Leadership & Remediation: Manage risk events and regulatory breaches end-to-end, partnering directly with the Senior Manager to design controls and remediate recurring risks.

The Non-Negotiables

Because this role handles escalated disputes and complex investment scenarios across gearing structures, and managed funds, prior exposure to the wealth or margin lending environment is non-negotiable. You must be able to hit the ground running.

What you bring:

• Demonstrated Wealth / Margin Lending Expertise: Substantial background operating within a wealth management house, margin lender (e.g., Leveraged), custody provider, platform/brokerage, or trustee business.
• Deep Product & Market Acumen: In-depth working knowledge of equity markets, gearing/margin call processes, managed investment schemes, corporate actions, and retail client custody structures.
• Advanced Line 1 Risk & Regulatory Fluency: Proven experience managing operational risk events/breaches, uplifting controls and navigating Australian financial services regulations (ASIC / APRA frameworks).
• Escalation & Stakeholder Influence: Gravitas and clarity to negotiate outcomes with dissatisfied customers, collaborate with Group Risk & Compliance, and influence operational peers.
• Analytical & Strategic Mindset: Exceptional ability to synthesize complex, ambiguous situations into clear insights and pragmatic corrective actions.
• Qualifications: Tertiary degree in Finance, Business, Economics, or Law, and/or RG146 accreditation (Tier 1 Margin Lending, Securities, Managed Investments, Financial Planning) highly regarded.

Living Our Values

Our strategy succeeds when our people lead by example. In this role, you will embody our core values and execution behaviours:

• Act Commercially: Balance risk frameworks with commercial pragmatism to protect the bank and create sustainable customer value.
• Move Fast to Help Customers Achieve Their Goals: Resolve complex roadblocks quickly and streamline processes for our clients and financial adviser networks.
• Challenge the Status Quo: Proactively identify systemic weaknesses and drive improvements that eliminate recurring customer pain points.
• Recognise People for Their Impact & Be Better Together: Mentor frontline analysts, share deep product knowledge, and build trusted relationships with Group Risk and Operations.

Why Bendigo Bank?

• Authentic Hybrid Flexibility: Empowered ways of working with flexible office hubs (Melbourne/Bendigo) and home working arrangements.
• Impact & High Visibility: Direct influence over the risk architecture and customer experience of Australia's premier specialized wealth brands.
• Purpose-Driven Culture: Join Australia’s most trusted bank, committed to reinvesting in local communities and ethical banking.
• Clear Career Pathways: Direct progression into Senior Leadership, 1LoD/2LoD Risk Management, or Wealth Product Ownership.

Ready to Elevate Your Wealth Career?

If you have the technical wealth background to hit the ground running and the leadership drive to champion customer care and robust governance, we invite you to apply.

Internal candidates are required to notify their leader when applying for a new opportunity. Please ensure you apply via your Employee Profile in PeopleHub.

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.

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!