Customer Remediation Analyst

1 month ago

Sydney, Australia Commonwealth Bank Full time

**x 3 Fixed Term roles available
- 12 month fixed term role for (internals), 12 month fixed term role for (externals)**

Business Bank (BB) offer a wide range of services and solutions to our small to medium business, large enterprise customers, and regional and agribusiness customers.

The _Everyday Business Banking (EBB) _Customer & Risk team is accountable for Domestic and International solutions, Merchants and Payments, Business Lending, Asset Finance, Digital and Customer Experience. The team is also responsible for the delivery of analytical capabilities to support our business customers.

The BB EBB Customer & Risk team are an integral line 1 function that supports all business product teams to meet their strategic objectives. The team also accountable for assisting Business product teams with managing their product risks. We do this by effectively identifying, understanding, managing and controlling risks in order to maintain Business Banking’s overall risk appetite. The team are also accountable for customer remediation on product incidents.

**Impact and Role Contribution**:
The objective of the role is to complete an end-to-end review of BB Customer accounts that potentially require remediation, ensuring the correct remediation paths and details correctly captured in line with the business banking customer remediation guiding principles. The role will ultimately ensure we are correcting any contractual issues and refund to the customer what is rightfully theirs.

**Your Responsibilities**:

- Undertake analysis of business customer accounts to understand inconsistences and recommend remediation paths
- Capture, report and share insights of emerging trends with customer accounts
- Capture and report key insights that will deliver control uplifts
- Liaise with remediation analysts to ensure appropriate action items are agreed and implemented
- Identify and raise gaps in bank policy and procedures to ensure expectations are clear and they enable frontline to adhere to required obligations
- Maintaining strong working relationships with key internal stakeholders and direct teams members.
- Adhere to Business Banking Customer Remediation guiding principles, agreed review approach, procedures and compliance obligations
- Perform internal review campaigns, delivering insights and recommendations
- Assist with the ongoing development to streamline the E2E case management review
- Inherent knowledge of & input into design of standard operating procedures.
- Undertake any other tasks assigned by your Manager that you have the capability to perform safely in line with relevant internal Bank policies and external regulatory requirements.
- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people

**We're interested in hearing from people who have**:

- Risk Mindset - All CommBank employees are expected to proactively identify, understand, openly discuss and act on current and future risks.
- Commercial orientation, a pragmatic approach and a passion for problem solving
- Exceptional written and oral communication skills
- Prior experience in a fast paced processing environment
- Good organisational and time management skills
- Broad understanding of banking products, contracts, processes and systems that underpin these
- Self-motivated & proactive style
- Attention to detail and ability understand complex account structures
- Sound understanding of Excel Qualifications
- Banking experience highly regarded
- Group operations or Banking frontline experience is highly regarded
- Degree in finance highly regarded
- Ability to strengthen the Risk Management framework through the implementation of improved monitoring processes.

**Your Career**:
If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, the Code of Conduct guides our decision making so we can do what’s right in every situation.

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Advertising End Date: 05/11/2024

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