Customer Relations Manager – Lending & Business Banking at Commonwealth Bank

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Resolution, Negotiation, Communication, Time Management, Prioritisation, Lending Knowledge, Credit Analysis, Dispute Resolution, Problem Solving, Process Improvement, Resilience, Stakeholder Management

Industry

Financial Services

Description

At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience. GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month. The Role As a Customer Relations Manager, you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference. Please note: We have multiple opportunities available across multiple specialist teams, and these are 12 Month Fixed Term or Secondment opportunities. See yourself in our team You will join one of the specialist teams within Group Customer Relations (GCR) that investigates and resolves complaints relating to lending and business banking products. Key responsibilities of the role include Efficient investigation and resolution of internal complaints and complaints received from external bodies such as the Australian Financial Complaints Authority (AFCA) 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. We're interested in hearing from people who have 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. Previous experience in a lending or credit role with strong technical skills and knowledge in relation to Home Loans, Personal Loans, Overdrafts, Credit Cards and/or Business Lending products. 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. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 25/05/2026 Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you. Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. Here, you’ll thrive. You’ll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

Responsibilities

Investigate and resolve complex internal and external complaints related to lending and business banking products. Collaborate with stakeholders to identify process improvements and mitigate emerging risks to enhance the customer experience.