Customer Relations Manager
Commonwealth Bank
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- 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.
- Commitment to an outstanding customer experience.
Requirements
- Strong customer focus and experience in customer-facing roles.
- Exceptional negotiation and communication skills (verbal and written).
- A commitment to fairness and ethical decision-making.
- Excellent time management and prioritisation skills.
- Knowledge of Privacy functions under the Privacy Act 1988 (desirable).
- Experience in Banking, Scams, Legal, Wealth, Financial Advice, or Insurance (highly regarded).
- Background in major dispute resolution and complex complaint management.
- Creative problem-solving and process improvement mindset.
- Resilience and adaptability to manage complexity and challenging interactions.
Benefits
- Comprehensive training and support
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
negotiationcomplaint managementdispute resolutionprocess improvementcustomer experience enhancement
Soft skills
customer focuscommunication skillstime managementprioritisationethical decision-makingproblem-solvingresilienceadaptability