Analyst - Consumer Data Rights

Do Work That Matters.
CommBank’s Data Rights Response Team (DRRT) is looking to expand its support and are looking for Analysts to join the function and to deliver the right information at the right time to our customers.
DRRT work with multiple teams across the Bank to obtain and provide specific information held in our systems to customers, ranging from documentation to call recordings, where a customer or third party has requested information within a Privacy Access Request.
The Role.
As an Analyst within the Data Rights team, you will provide superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints and issues.
You will collect information and customer data from front line staff and customers relating to complex entities and individuals and document comprehensive evidence to support the collection of information across the Group, per our customers’ requests. This includes any information the group holds on a customer profile relating to previous and all interactions.
On any given day you will:

• Performing Outbound & nbound phone calls to collect information from customers
• Liaising with customers throughout the case management process to understand their needs
• Dealing with multiple cases at a time with varying complexity and volume of information
• Collect, analyse and document information and provide comprehensive informational reports to our customers.
• Ensuring customer expectations are met and exceeded
• Maintain the confidentiality of customer information and circumstances in line with privacy legislation and internal policy
• Contribute to the review of internal processes to ensure efficiency and accuracy

We’re interested in hearing from people who have:
You will have demonstrable customer service skills with experience dealing with complaints or customer information investigations. You will also enjoy working collaboratively to find timely solutions for our customers.
You will also have:

• Strong attention to detail, problem-solving skills and a high level of initiative
• Outstanding customer service skills with proven experience in a customer focused role
• Strong analytical and investigative capabilities with the ability to explore areas of grey and find solutions for customers.
• Excellent communication skills with the ability to articulate complex information simply

From here, the opportunities are endless
At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.
We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 12/01/2024