Customer Relations Manager - Lending

Do you live and breathe customer service excellence? Are you passionate about helping others? Do you want to make a real difference every day?
Group Customer Relations (GCR) is a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. We oversee complaint handling for the Group and manage escalated and complex complaints. We also influence change to deliver a better experience for our customers and provide meaningful insights to better identify, manage and prevent complaints.
GCR resolves simple through to complex complaints related to CBAs product suite including home, personal and business lending, financial advice, banking products, and our suite of retail and business digital assets (like NetBank, CommBank App, CommBiz) in addition to service-related complaints, scams, financial hardship and complaints requiring extra care.
We currently have a number of permanent and secondment opportunities available for Customer Relations Managers within our Lending Team.
Kindly note that these are case management rather than people management positions.
You will be joining a positive, enthusiastic and customer-obsessed team with a strong sense of purpose to deliver fair and timely outcomes for the customers that we serve. We are committed to career development and helping our people be and do their best to deliver the best dispute resolution experience. A key feature of development in GCR is an industry certification as a SOCAP Australia Complaints Professional and a career pathway to specialise in complaints, leadership and or other roles across the group who value the skills of a dispute resolution expert.
We work flexibly and hybrid with the team currently working a minimum of 50% of the month in the office. These roles can be based in either our Sydney office (The Foundry, South Eveleigh) or Brisbane CBD office (180 Ann St).
Please ensure that you can meet the above Sydney or Brisbane CBD office attendance requirements before applying for this vacancy.
See yourself in our team
You will be joining a positive, enthusiastic and customer-oriented team with a strong sense of purpose and drive to enhance the financial wellbeing of our customers and communities.
Do work that has significant impact to the business

• Efficient investigation and resolution of both internal complaints and complaints from external agencies.
• Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
• Contribution to continuous improvement ideas and processes to refine the customer experience.
• Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements.
• Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
• Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
• Total commitment to an outstanding customer contact experience.

We’re interested in hearing from people who

• ESSENTIAL - Must have previous experience in a lending or credit role with strong technical skills and knowledge in relation to Home Loans, Personal Loans, Overdrafts and Credit Cards.
• HIGHLY ADVANTAGEOUS - Knowledge of / exposure to the Australian Financial Complaints Authority.
• PREFERRED - Candidates with Banking, Lending, Legal experience are encouraged to apply.
• A strong customer focus, with demonstrated experience in a customer facing role and a commitment to do what’s fair and ethical.
• Exceptional negotiation and communication skills, both verbal and written.
• Strong time management skills, with the ability to prioritise effectively.
• Experience in major dispute resolution and complex complaint management is highly regarded.
• An eagerness to think outside the box – both in terms of solutions to complex complaints and process improvement.
• Resiliency as the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in the role.

*** Please note that due to the Christmas break this role will only be shortlisted after 15th Jan 2024.
First Nations and/or Torres Strait Islander people, and those who identify with Disability or neurodivergent are encouraged to apply.
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: 14/01/2024