Customer Relations Manager / Specialist

About the role

Group Customer Relations (GCR) is the centre of excellence for complaint resolution at Commonwealth Bank, handling escalated and complex complaints across banking, lending, collections, scams and disputes, business banking, financial advice and digital platforms such as NetBank, the CommBank App and CommBiz. GCR works in a hybrid model, with team members spending a minimum of 40% of their time in the office each month. The bank is looking for Customer Relations Managers and Specialists to join its specialist complaint teams covering Banking, Collections, Lending & Business Banking and Scams & Disputes. These roles are offered as 12-month fixed-term contracts or secondments for internal team members.

Key responsibilities

• Investigate and resolve customer complaints efficiently and fairly, working closely with customers and stakeholders to identify the root cause of concerns.
• Manage customer interactions with empathy, professionalism and sound judgement, negotiating with customers, advocates and internal stakeholders to reach timely, balanced outcomes.
• Represent the bank in matters escalated to the external dispute resolution scheme (AFCA), conducting detailed investigations, preparing submissions and engaging stakeholders.
• Build strong networks across the Group and identify opportunities to improve customer experience, processes and controls.
• Provide insights and feedback to stakeholders on process, product and policy improvements, and contribute to mitigating emerging customer, regulatory and reputational risks.

Required profile

• A strong customer focus and experience in customer-facing or customer resolution roles.
• Experience managing complaints, disputes, remediation activities or complex customer issues, including AFCA matters (highly regarded).
• Experience in Banking, Collections, Lending, Scams, Legal, Wealth, Financial Advice or Insurance (highly regarded).
• Internal applicants who are already part of the Commonwealth Bank Group (including Bankwest, x15ventures) must apply through the group's internal application system.

Required skills

• Excellent written and verbal communication skills.
• Strong negotiation, influencing and stakeholder management capabilities.
• Commitment to fairness, ethical decision-making and customer advocacy.
• Time management, organisation and prioritisation skills.
• Ability to navigate complex issues and make balanced decisions, with resilience when managing challenging customer interactions.