Position Description
Title:
Investigator/Senior Investigator
Reports to:
Banking Ombudsman
Location:
Wellington
Our work
The Banking Ombudsman Scheme (the Scheme) was set up in 1992 as a free and
independent process to help people sort out their unresolved problems with banks. The
Scheme also has a number of non-bank participants. These are deposit takers that are
regulated by the Reserve Bank and that meet our financial stability and customer focus
criteria.
The Scheme is available to anyone who has a complaint against any of our participants. We
investigate and resolve complaints that fall within our Terms of Reference which can be
found, along with other information about us, at www.bankomb.org.nz
We aim to be New Zealand’s premier investigation and dispute resolution scheme. Our goals
are to:
 resolve disputes between customers and Scheme members fairly and efficiently
 help prevent future complaints
 improve the customer experience.
By doing our job well we aim to lift standards in the banking and financial services sector
Our office is located in Wellington, and our staff are a hard-working and dedicated group of
professionals who uphold a tradition of being easy to access, independent and fair. We also
pride ourselves on our ability to listen, resolve and learn. This means:
 listening to both sides of a dispute to ensure we understand the problems
 helping to resolve the problems identified
 helping reduce future complaints by sharing the learning from the mistakes made.
Purpose of the role
The Investigator/Senior Investigator is responsible for assisting the Ombudsman to
investigate and, where possible, resolve complaints and disputes in accordance with the
Banking Ombudsman Scheme Terms of Reference. Investigators report to the Deputy
Banking Ombudsman.
Investigator/Senior Investigator, January 2011
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Key relationships
External
Internal
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Scheme Participants
Complainants
NZ Public
Appropriate government agencies
Other Ombudsman and dispute
resolution services
Citizens Advice Bureau
Police
Families Commission
Human Rights Commission
Privacy Commissioner
Other key stakeholders
The Deputy Banking Ombudsman
The Banking Ombudsman
Other members of the Office
Key Result Areas
Listen
When a file is received by the Office, it is first assessed at a triage meeting to see whether it
raises any particular issues such as a need for priority or the extent to which it raises issues
that may affect a wider set of customers. Once allocated for investigation, the
Investigator/Senior Investigator is responsible for completing a preliminary case assessment
to understand the issues and determine the most appropriate method of resolution:
facilitation, conciliation or written assessment.
Key tasks
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Review all background information available.
Contact complainant and participant to understand the nature of the complaint.
Identify and gather any further required information from both parties.
Identify any reason for declining to (further) investigate a complaint and drafting
provisional jurisdiction decision for Banking Ombudsman to consider.
Analyse all information pertaining to the complaint. This may include reconstruction of
account histories, calculation of interest schedules and collation of evidence from both
parties.
Gather expert opinion, where necessary, in relation to areas of the law, banking,
accounting or other professional areas.
Provide a clear audit trail documenting the complaint process, correspondence, time
limits and any other action taken.
Keep both parties informed on progress of investigation, in particular on any reasons for
delay in decision making process.
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Resolve
The Investigator/Senior Investigator is responsible for resolving the complaint. This may
include facilitation, conciliation or written assessment.
Key tasks
As appropriate:
 Facilitate the process enabling settlement to be reached between the Complainant and
the Scheme Participant.
 Organise and conduct conciliation conferences.
 Conduct a full investigation of issues raised and complete a high quality written initial
assessment. This involves:
o writing to the complainant and bank, explaining the process and timeline for
reply
o providing a clear rationale for the proposed decision taking into account
relevant legislation, general principles of good banking practice and the Code
of Banking Practice, previous decisions (for consistency) and what is fair and
reasonable in the circumstances
o ensuring the Initial Assessment is clear, concise, compelling and
compassionate and uses neutral language to demonstrate impartiality
o ensuring any comments on the initial assessment are sent to the other party
for information and comment where necessary.
 Where the Initial Assessment is not accepted by both parties, the Investigator/Senior
Investigator is responsible for completing the Formal Recommendation process. This
involves:
o reviewing all documentation associated with a particular case, including the
background information, Initial Assessment and the submissions received
from both sides on the Initial Assessment
o preparing a formal recommendation for the Banking Ombudsman.
 Manage the case closure process, including receipt of acceptance form and
classification of complaint.
Learn
The investigator/Senior Investigator assists with identifying opportunities to improve the
Banking Ombudsman’s schemes resolution processes and with helping both participants
and customers avoid future complaints.
Key tasks
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Develop case notes, Quick Guides and other material for publication on the Office
website, as required.
Update guidelines, policies and procedures.
Identify opportunities for improvement in bank practices such as issues for regular bank
staff training.
Identify opportunities to streamline and improve internal BOS processes.
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Relationship Management
The Investigator/Senior Investigator, in consultation with the Deputy Banking Ombudsman,
is responsible for identifying, developing and maintaining strategic relationships with
participants and key sector stakeholders.
Key Tasks
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Manage relationships with participants’ operational staff, including Complaints
Managers.
Develop and maintain relationships with agreed key sector stakeholders.
Utilise relationships to identify opportunities and risks in the sector, enabling the Office
to be best positioned to achieve its objectives.
Advice and Training
The Investigator/Senior Investigator is responsible for the provision of sound, well
researched and evidence based advice to the Deputy Banking Ombudsman, the Banking
Ombudsman, Scheme Participants, Complainants and other less experienced members of
the Office.
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Research and provide advice on new banking products to enable investigation of
relevant complaints.
Provide back-up support to the Enquiries Team.
Over time, investigators will:
o Recommend approaches to novel and/or systemic issues.
o Assist with new Scheme Participants’ inductions into the Scheme.
Representation
The Investigator/Senior Investigator will represent the Banking Ombudsman, as required, at
various meetings, conferences and other forums to raise awareness of the role of the
Banking Ombudsman, the Scheme’s Purpose and to gather feedback on the Scheme’s
effectiveness.
Key Tasks
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Represent the Banking Ombudsman at meetings with key stakeholder groups such as
the Citizens Advice Bureau and Families Commission.
Represent the Banking Ombudsman at Scheme Participants’ forums, such as the
Complaint Officers’ Forum, to share information on the effectiveness of the Scheme and
enhance participants’ understanding of current issues and trends.
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Competency Summary
Execution
Relationships
Personal Qualities
Investigative Analysis and DecisionMaking
Collaboration
Commitment to Excellence
Works co-operatively and effectively as a
member of a team to accomplish goals and
resolve problems. Team can be defined as a
work group or inter-disciplinary/ project team.
Sets high personal and professional standards
for self and others; assumes responsibility and
accountability for the successful completion of
projects, assignments or tasks. Consistently
gives careful attention to all the detailed
aspects of a role, shows a high concern for
accuracy.
Stakeholder Focus
Communicating Effectively
Integrity
Focuses attention on understanding the needs
of stakeholders; makes every effort to ensure
that stakeholders are listened to by self and
others; ensures stakeholders understand the
rationale for findings/decisions made
Expresses and conveys information effectively
to other people. This includes speaking,
writing and listening. This covers formal and
informal situations.
Acts in a manner that conveys the principles
important to the organisation, including
impartiality, fairness, honesty, openness,
sound business ethics and respect for others
Undertakes thorough analysis through
accurately defining problem or identifying
outcome; gathers all relevant information and
applies sound, analytical techniques in order
to develop a recommendation taking into
account factual information and/or logical
assumptions, resources, potential risks and
opportunities; makes sound
recommendations.
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Information Management
Knowledge Transfer
Initiative/Innovation
Stores and manages information systems to
enable the efficient and effective use of
information.
Facilitates the improved performance of
others by giving advice and guidance.
Takes action to achieve objectives beyond
what is necessarily called for; recognises and
seizes opportunities to improve on own and
the organisation’s performance; generates
innovative and practical ideas to meet needs.
Planning and Organising
Personal Effectiveness
Plans and manages activities and projects for
self and others; organises tasks to make best
use of time and resources, and focuses
attention on key objectives
Maintains effective performance when under
pressure, (such as time pressure,
shifting/conflicting priorities or job ambiguity)
when facing opposition from others or in
ambiguous environments, acts professionally
at all times.
Professional/Technical Skills and Knowledge
Applies the breadth of knowledge and understanding in related area achieved through study and/or experience.
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Excellent understanding of investigation, complaint handling and dispute resolution processes
Previous experience in interpreting or administering legislation
Understanding of relevant laws and Code of Banking Practice
Financial literacy
Maintains knowledge through belonging to appropriate professional bodies and attendance at appropriate conferences, seminars, networking
meetings.
 A relevant tertiary qualification
 A general interest in the banking sector
 An understanding of business systems, databases and software particularly with regard to information and customer relationship
management
Desirable
 Law degree
 Previous experience in a similar role
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Confirmation of Job Description
Full name of employee:
__________________________________
Signature:
__________________________________
Date:
__________________________________
Signed on behalf of the Banking Ombudsman by:
Signature:
__________________________________
Date:
__________________________________
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