Customer Relations Manager- Scams and Fraud

2 months ago

Sydney, Australia Commonwealth Bank of Australia Full time

**Do work that matters**

As a **Customer Relations Manager**, focusing on scams & disputed transactions 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.

In the Scams team, you will have an important role to play in working with our customers to not only resolve their complaint but to also educate our customers to stay safe amid the growing number of scams and fraud.

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. We have a mix of full-time permanent positions and 12 month secondments/fixed term contracts. The roles are based in either Sydney or Melbourne and the team currently work 50% a month in the office.

**Key responsibilities of the role include**:

- Efficient investigation and resolution of complaints from **External** agencies. **This will be an EDR focused role**.
- 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 have**:

- Proven experience in Dispute Resolution and Complaint Management
- Strong time management skills, with the ability to prioritise effectively and work in a fast paced environment
- A strong customer focus, the ability to show empathy and patience
- Exceptional negotiation skills
- Excellent communication skills, both verbal and written
- A commitment to do what's fair and ethical
- An eagerness to think outside the box
- 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: 15/03/2024

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