Customer Relations Specialist

Customer Relations Specialist


See yourself in our team

Group Customer Relations (GCR) is a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. We oversee complaint handling for the Group and manage escalated and complex complaints.

We also influence change to deliver a better experience for our customers and provide meaningful insights to better identify, manage and prevent complaints.

GCR resolves simple through to complex complaints related to CBAs product suite including home, personal and business lending, financial advice, banking products, and our suite of retail and business digital assets (like NetBank, Commbank App, CommBiz).

We work flexibly and hybrid. The team currently works minimum 40% in office.

Do work that matters

As a Customer Relations Specialist, your role will ensure an outstanding customer resolution experience throughout the investigation and resolution of a complaint. You will proactively drive business improvement and protect the Group from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.

Key responsibilities of the role include:

Efficient investigation and resolution of internal complaints.

Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.

Contribution to continuous improvement ideas and processes to refine the customer experience.

Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements.

Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.

Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.

Total commitment to an outstanding customer contact experience.

We're interested in hearing from people who have:

A strong customer focus, with demonstrated experience in a customer facing role.

Exceptional negotiation skills.

Excellent communication skills, both verbal and written.

A commitment to do what’s fair and ethical.

Strong time management skills, with the ability to prioritise effectively.

An understanding of Privacy functions under the Privacy Act 1988 is desirable.

Candidates with Banking, Legal, Wealth, Advice Insurance experience are encouraged to apply.

Experience in major dispute resolution and complex complaint management is highly regarded.

An eagerness to think outside the box – both in terms of solutions to complex complaints and process improvement.

Resiliency as the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in the role.

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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Advertising End Date: 17/07/2025
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