Manager Customer Vulnerability
19 hours ago
Group Customer Advocacy and Vulnerability (GCAV) supports CommBank’s Group Customer Advocate and is the voice of our customers and communities - making sure they’re heard, understood and treated fairly - particularly those in vulnerable circumstances.
Within GCAV, the Customer Vulnerability team’s role is to support the Group in meeting its obligations to provide extra care to customers in vulnerable circumstances under the Banking Code of Practice. We work with teams across the Group to ensure we all consistently identify and support customers when they need it most.
**Do work that matters**
This role will primarily involve providing SME guidance on customer vulnerability, including financial abuse as part of CommBank Next Chapter, to improve the experiences of our customers when they’re most in need. It will also involve supporting the Group Customer Advocate’s projects, initiatives and BAU activities more broadly. Your contribution through these activities will positively impact the Group’s ability to build a brighter future for all.
**Responsibilities**
- Develop a compelling focus and narrative on customer vulnerability so that it is embedded across our culture, training, storytelling and strategy.
- Create internal educational content to improve capability and understanding of vulnerability.
- Support the Group in meeting its obligations under the Banking Code to customers experiencing vulnerability.
- Improve the lived experience of customers in vulnerable circumstances by considering their needs in product, service, and process design.
- Provide SME guidance on customer vulnerability and financial abuse, in the context of domestic and family violence.
- Contribute to projects, initiatives, and BAU activities as required by the Group Customer Advocate.
**We are interested in hearing from people who have**:
- The ability to understand complex customer scenarios and articulate solutions.
- Advanced written, verbal, and interpersonal communication skills.
- Critical thinking and decision-making capabilities.
- Experience with vulnerability and/or domestic and family violence, including financial abuse.
- Excellent organisational and time management skills.
- Knowledge of the Banking Code of Practice, Part B1 & B2.
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Advertising End Date: 20/06/2025
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