Senior Associate Transaction Banking Client Experience

• Be the voice of the client
• Spot the gaps, spark the change
• Make an impact where it matters

See yourself in our Team

Transaction Banking Solutions (TBS) provide tailored working capital solutions, including payables, receivables, cash and treasury management and more that allow our customers to: Innovate and revolutionise the way they can interact with their customers, Drive cost out of their business, mitigate fraud, operational and transition risk, and Deliver business growth faster with analytics and insights from the largest Australian bank.

As a specialist team within TBS focused exclusively on Client Experience and the delivery of key digital initiatives, we enhance the way our clients engage with us. We support the Transaction Banking Sales team by managing and coordinating client experience, acting as the TBS interface across multiple service channels, and helping ensure elevated levels of client satisfaction.

Do work that matters

We're looking for a dedicated professional who thrives on solving problems and improving experiences. As a Senior Associate - Client Experience, your role will be central to ensuring our Transaction Banking clients receive timely, thoughtful, and effective support.

Bringing empathy and precision, this role requires a keen eye for process improvement and strong stakeholder management skills. You'll work closely with a range of internal service, product, and technical teams to resolve client requests, raise breakpoints, and advocate for our clients and their Transaction Banking needs.

We have an exciting innovation program, and this role will also be at the forefront of introducing new efficient and digital pathways to uplift the overall client experience.

Your role in the team

Responsibilities will include but not be limited to:

• Manage and resolve client escalations with urgency and care, ensuring clients feel heard and supported.
• Coordinate service delivery across multiple channels, acting as the central point of contact for escalated issues.
• Identify patterns and process gaps that lead to client dissatisfaction
• Championing the client perspective in internal discussions to help shape improvements that enhance the overall experience.
• Provide client training as required to support any programs of change within TBS
• Contribute to continuous improvement initiatives
• Support reporting and analysis to track escalation trends, client feedback, and service performance.
• Collaborate with Risk, Operations, and Product teams to ensure service issues are resolved holistically and sustainably.

We're interested in hearing from people who:

• Are self-starters with results-oriented mindset with a track record of achieving targets
• Have strong interpersonal, collaboration and negotiation skills and ability to build a strong rapport with clients and work colleagues.
• Understand transaction banking products and services including payments, cash management and merchant solutions desirable
• Operate with a risk mindset, proactively identifying and understanding, discussing and acting upon current and future risks.
• Tertiary qualifications in finance, accounting, business administration, information technology or a related field (or experience to reflect the same)
• Prior experience in a client facing or support role within financial services & transaction banking, or a related field would be advantageous

As the successful applicant you'll be rewarded with a structured career path within Transactional Banking and more broadly IB&M that offers a competitive market salary, annual performance incentives, and a flexible working environment.

Why apply?

Ready to Elevate the Client Experience?

If you're excited about making a real difference for clients and working with a team that shares your passion, we'd love to hear from you. Apply now and help us shape the future of client experience in Transaction Banking.

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to build a team of people who represent the rich diversity of our customers and communities. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to apply. You may just be the perfect candidate for this opportunity or another within CommBank.

At CommBank we will inspire you with work that makes a difference, surround you with talented people that respect and value each other, and empower you to grow professionally and personally. Most of all, making a positive impact for customers, communities and each other is part of our every day.

We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), 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.