Customer Relations Manager

1 week ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

Analyse, manage and investigate a portfolio of sensitive, complex and challenging complaints cases, and resolve in a timely and fair manner.

Demonstrate and support others to manage complaints in an empathetic and accurate manner.
Develop case management standards, quality assurance and best practice customer service and standards for handling complaints.
Draft recommendations on service improvements to minimise recurrence of similar disputes.
Identify systemic issues and compliance concerns arising from investigations.
Manage the timely and accurate response to all external disputes from regulatory bodies.

Manage workflow of complaints and dispute resolutions to ensure the timely and accurate response to all internal and external complaints.

Negotiate with clients and/or their advocates as well as key internal stakeholders to achieve timely resolu

Do work that matters


As a Customer Relations Manager, your role will ensure 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.

See yourself in our team


Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback.

We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.


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.

**This 12 month secondment sits in the External Dispute Resolution (EDR) Home & Personal Lending Team.

Key responsibilities of the role include:

  • Efficient investigation and resolution of both internal complaints and com plaints 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 riskconscious 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 have:

  • Home Loan / Consumer Finance product and process knowledge is essential
  • A strong customer focus, with demonstrated experience in a customer facing role
  • Exceptional negotiation skills
  • Excellent communication skills, both verbal and written
  • A commitment to do what's fair and ethical
  • 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.
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Advertising End Date: 25/03/2023

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