Customer Remediation Specialist

4 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

At the Commonwealth Bank of Australia, we're committed to delivering exceptional customer experiences. As a Customer Remediation Specialist, you'll play a critical role in ensuring our business customers receive the support they need to succeed.

The Business Banking Customer & Risk team is responsible for providing analytical capabilities to support our business customers. As a Remediation Analyst, you'll work closely with the team to identify and resolve customer issues, ensuring that our customers receive the correct remediation paths and details in line with our guiding principles.

Your Key Responsibilities:

  • Undertake analysis of business customer accounts to identify inconsistencies and recommend remediation paths
  • Capture, report, and share insights on emerging trends with customer accounts
  • Identify and raise gaps in bank policy and procedures to ensure expectations are clear and enable frontline staff to adhere to required obligations
  • Liaise with remediation analysts to ensure appropriate action items are agreed and implemented
  • Maintain strong working relationships with key internal stakeholders and direct team 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
  • 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

Requirements:

  • 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 and proactive style
  • Attention to detail and ability to understand complex account structures
  • Sound understanding of Excel
  • Banking experience highly regarded
  • Group operations or Banking frontline experience highly regarded
  • Degree in finance highly regarded
  • Ability to strengthen the Risk Management framework through the implementation of improved monitoring processes

About Us:

We're a leading financial institution committed to delivering exceptional customer experiences. Our values guide our decision-making, ensuring we do what's right in every situation.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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