Customer Relations Managers & Customer Relations Specialists (Multiple Opportunities -12 month contract/secondment)

Group Customer Relations (GCR) 

At Group Customer Relations (GCR), we're the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience. 

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. 

We work flexibly in a hybrid model, with team members spending a minimum of 40% of their time in the office each month. 

The Opportunity 

We're looking for both Customer Relations Managers and Customer Relations Specialists to join our Group Customer Relations team. 

As a Customer Relations Specialist, you'll investigate and resolve internal customer complaints with empathy, professionalism and care. Working closely with customers and stakeholders across the business, you'll identify the root cause of concerns, conduct thorough investigations, deliver fair and timely outcomes, and provide valuable insights to help improve the customer experience.

As a Customer Relations Manager, you'll manage complaints that have been escalated to the external dispute resolution scheme, AFCA. You'll represent the Bank throughout the dispute resolution process, conduct detailed investigations, prepare high-quality submissions, and engage with key stakeholders to achieve fair, customer-focused outcomes. You'll play a critical role in managing matters that may involve regulatory, legal and reputational considerations, while helping drive continuous improvement across the business. 

These opportunities sit across our specialist complaint teams covering: 

• Banking 

• Collections 

• Lending & Business Banking 

• Scams & Disputes 

In these roles, you'll play a critical part in delivering fair, customer-focused complaint outcomes. You will investigate and resolve complaints with care and precision, build strong stakeholder relationships, and identify opportunities to improve customer experiences, processes and controls across the Group. 

Whether you're an experienced complaint professional looking to take on more complex matters as a Customer Relations Manager, or you're an emerging specialist ready to further develop your complaint resolution expertise, you'll have the opportunity to make a meaningful impact for our customers. 

Please note: We have multiple opportunities available across several specialist teams. These roles are available as 12-month fixed-term contracts or secondments for internal team members. 

Key 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. 

We're interested in hearing from people who have 

• 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). 

If you are successful to progress to phonescreen we'll will discuss both the Specialist or Manager option with you.