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About the Role
Group Customer Relations (GCR) is the centre of excellence for complaint resolution at CBA, focused on delivering fair and timely outcomes for customers while driving meaningful change. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience across a diverse product suite.
Responsibilities
- Investigate and resolve customer complaints efficiently and fairly.
- Manage customer interactions with empathy, professionalism and sound judgement.
- Build strong networks and relationships across the Group to influence outcomes and resolve issues.
- Identify opportunities for continuous improvement and contribute to enhancing the customer experience.
- Provide insights and feedback to stakeholders on process, product and policy improvements.
- Understand community expectations and apply a risk-conscious approach when assessing customer concerns.
- Negotiate with customers, advocates and internal stakeholders to achieve timely and balanced outcomes.
- Contribute to identifying and mitigating emerging customer, regulatory and reputational risks.
- Deliver an outstanding customer experience while balancing customer, business and regulatory considerations.
Requirements
- A strong customer focus and experience in customer-facing or customer resolution roles.
- Excellent written and verbal communication skills.
- Strong negotiation, influencing and stakeholder management capabilities.
- A commitment to fairness, ethical decision-making and customer advocacy.
- Exceptional time management, organisation and prioritisation skills.
- The ability to navigate complex issues and make balanced decisions.
- A continuous improvement mindset and a passion for solving problems.
- Resilience and adaptability when managing challenging customer interactions and competing priorities.
- 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).
Skills
- Complaint resolution
- Customer relations
- Stakeholder management
- Negotiation
- Communication
- Problem-solving
- Risk management
Location
- Hybrid
Work Type
- 12 month contract/secondment
- Hybrid
Experience Level
- Customer Relations Manager
- Customer Relations Specialist
About the Company
- Group Customer Relations (GCR) is the centre of excellence for complaint resolution at CBA.
- GCR handles complaints across CBA's diverse product suite, including banking, home and personal lending, collections, scams and disputes, business banking, financial advice, and our digital platforms such as NetBank, CommBank App and CommBiz.