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.

Our Scams & Disputes team manages some of the Bank's most complex and sensitive customer complaints relating to scams, fraud, disputed transactions and emerging customer risks. The team plays a critical role in balancing customer outcomes, regulatory expectations, industry obligations and risk considerations in a landscape that is constantly evolving.

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

Please note that we have a number of 12 month fixed-term contracts and permanent opportunities. Only Sydney based applications will be considered, the role is located at our Redfern office.

If successful, you will be required to attend an Assessment Centre on Monday 30 November or Tuesday 1st December at our Redfern offices from 9am - 12noon.

The Opportunity

We're looking for experienced Customer Relations Managers to join our Scams & Disputes team within Group Customer Relations.

In this role, you'll investigate and resolve complex scam, fraud and dispute-related complaints, often involving vulnerable customers, significant financial impacts, complex stakeholder environments and matters escalated to AFCA.

You'll work closely with stakeholders across the Group to understand what occurred, assess customer circumstances, identify key risks, and deliver fair and balanced outcomes.

These roles are ideally suited to professionals with a strong background in scams, fraud, disputes or complaint management who enjoy complex investigations, critical thinking, stakeholder engagement and customer advocacy.

Key Responsibilities

• Investigate and resolve scam, fraud and dispute-related customer complaints efficiently and fairly.
• Assess complex customer circumstances and make balanced decisions in line with regulatory, risk and customer considerations.
• Manage customer interactions with empathy, professionalism and sound judgement.
• Build strong relationships across the Group to influence outcomes and resolve issues.
• Provide guidance and challenge where required to ensure fair and consistent customer outcomes.

• Identify opportunities for continuous improvement and contribute to enhancing the customer experience.

• Provide insights and feedback to stakeholders on process, product and policy improvements.
• 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 exceptional customer outcomes while balancing customer, business and regulatory considerations.

We're interested in hearing from people who have

• Experience within scams, fraud, disputes, financial crime or legal services (highly regarded).

• Experience managing complaints, disputes, remediation activities or complex customer issues, including AFCA matters (highly regarded).
• Excellent written and verbal communication skills, with the ability to tailor communication to a range of audiences.
• Strong investigation, critical thinking and decision-making skills.
• Well-developed 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 ambiguity, complexity and sensitive customer situations.
• A continuous improvement mindset and passion for solving problems.
• Resilience and adaptability when managing challenging matters and competing priorities.