Customer Relations Specialist

• 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.
Do work that matters
As a Customer Relations Specialist (internal disputes resolution focus) your role will be focusing on a variety of disputed transactions and ensuring an outstanding customer resolution experience throughout the investigation and resolution of a complaint. You will proactively drive business improvement and protect the Group from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.
The role contributes to ongoing discussion regarding change management, performance improvement and accomplishing CBA Group objectives. Kindly note these are case management and not people management roles.
Your responsibilities include:

• Efficient investigation and resolution of complaints to industry best practice.
• Commitment to delivering an outstanding customer contact experience.
• Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
• Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
• Contributing to continuous improvement ideas and processes to refine the customer experience.
• Developing networks and relationships with colleagues to solve problems, escalate customer issues and influence outcomes.
• Influencing key stakeholders within the Group to enact process and product improvements.
• Contributing to a great working culture.

About You
We are looking for:

• Previous disputes resolution / complaints management experience.
• Financial services experience.
• A strong customer focus, with demonstrated experience of being in a customer-facing role.
• Exceptional negotiation skills.
• Excellent communication skills, both verbal and written.
• Strong time management skills, with the ability to prioritise effectively.
• Good commercial acumen.
• Someone who can thrive in a fast paced environment.
• The ability to demonstrate resilience and tenacity.
• Someone who enjoys working in a team and collaborating with others.

The role

• This role is a 12 month secondment/fixed term contract.
• This role is based in Sydney, working a minimum of 2 days a week in the office.
• This role will commence 12th February 2024.

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.
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: 09/01/2024