Customer Relations Manager / Specialist

About the role

Group Customer Relations (GCR) is the centre of excellence for complaint resolution at CBA, 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. Multiple opportunities are available across specialist complaint teams (Banking, Collections, Lending & Business Banking, Scams & Disputes) 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 root causes and deliver timely outcomes.
• Manage customer interactions with empathy, professionalism and sound judgement, and negotiate with customers, advocates and internal stakeholders.
• Represent the Bank in matters escalated to the external dispute resolution scheme (AFCA), conducting detailed investigations and preparing submissions.
• Build networks across the Group and provide insights on process, product and policy improvements.
• Contribute to identifying and mitigating customer, regulatory and reputational risks.

Required profile

• Experience in customer-facing or customer resolution roles, with a strong customer focus.
• Experience managing complaints, disputes, remediation 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 must apply through the group's internal application system.

Required skills

• Excellent written and verbal communication.
• Negotiation, influencing and stakeholder management.
• Time management, organisation and prioritisation.
• Ability to navigate complex issues and make balanced decisions.