QAr Subject Matter Expert

**Do work that matters**:
The Commonwealth Bank established the Customer Remediation Team (CRT) within the Deputy CEO’s office to put things right for customers negatively impacted by the actions of some financial advisers aligned to the Bank.

The Quality of Advice Remediation Team is responsible for delivering a strategic program of work to remediate past issues pertaining to the provision of inappropriate advice, and compensating customers where there has been found to be detriment. This includes the remediation of the licensee advisor businesses - Pathways, Financial Wisdom, Count and Commonwealth Financial Planning.

The Quality Assurance (QA) team is responsible for performing Quality Assurance reviews of cases peer reviewed by the Quality Advice Remediation (QAR) assessment team.

**See yourself in the team**:
The QAR Subject Matter Expert holds a crucial role in ensuring that all case assessments are completed accurately and consistently following QAR Assessment Guidelines and Methodology. QAR Subject Matter Experts have strong technical knowledge to ensure the quality of case assessments delivered to Customers is consistent and fair. This role is responsible for being a trusted gate keeper of quality of advice matters by way of conducting assurance reviews on cases that have been peer reviewed to ensure customers are treated consistently and fairly.

The role will report to the Senior Manager Methodology and Quality Assurance.

**_Your day could look like but not limited to: _**
- Conduct quality assurance (QA) checks, including full end to end review, using standard processes and criteria in order to remain independent and ensure consistency of outcomes in alignment with QAR Methodology and standards of compliance.
- Identify concerns related to quality assurance checks and raise issues in terms of trends and themes uncovered.
- Collaborate with a range of stakeholders to determine whether further escalation of issues is required, monitor the number of QA checks to be performed for each Peer Reviewer, and to support them in ensuring that they aligned to QAR’s Methodology.
- Assessing and ensuring the compliance of Peer Reviewers against key methodology principles and standard operating processes, technical bulletins and atypical guidance notes, business rules and quality advice standards in order to identify training gaps, thematic issues and key emerging risks.
- Provide the feedback collaboratively to the Peer Reviewer to ensure the appropriate remediation activities are completed.
- Produce reports in order to provide a summary of the related findings
- Provide constructive feedback to Peer Reviewers in a professional manner and in a manner that conveys the correct message.
- Manage the case load to ensure that the required number and frequency of QA checks are completed as required.

We work in an outcomes driven environment, where the emphasis is on great team-work to achieve results. Ideally you will bring experience with knowledge of risk and compliance standards and requirements along with extensive experience within a financial planning/wealth advice business. You will also be able to demonstrate strong stakeholder management.

**Additional requirements we’re looking for**:

- Excellent technical knowledge and a strong understanding of all aspects of financial advice, including the end to end advice process, financial products and services;
- Detailed understanding of personal advice to retail customers including Self-Managed Super Funds, Direct Equities and Margin Lending
- Relevant Financial Planning qualifications: Advance Diploma of Financial Planning and Accreditations described above. Highly desirable Graduate Diploma of Financial Planning and/ or Masters of Financial Planning
- Ability to understand complex and technical content
- Influencing and consulting skills, the ability to build relationships with stakeholders at all levels
- Strong written and verbal communication skills
- Superior investigation skills with attention to detail
- Relevant qualifications in Financial Planning

**Working at CommBank**

At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.

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