Customer Remediation Analyst at Commonwealth Bank

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Risk Mindset, Commercial Orientation, Problem Solving, Written Communication, Oral Communication, Organizational Skills, Time Management, Banking Products, Attention to Detail, Excel, Process Improvement

Industry

Financial Services

Description

Full-Time Permanent Opportunities – 6 Roles Available Hybrid Working Sydney Based See yourself on our team Business Bank (BB) offer a wide range of services and solutions to our small to medium business, large enterprise customers, and regional and agribusiness customers. BB Remediation is a remediation Centre of Excellence (CoE) within EBB. This team is responsible for the management and execution of remediation activity. Remediation activity can range from simple customer payments to large complex projects covering multiple product lines and business units. It has the accountability of performing the remediation activities and restoring the position of impacted customers, had the error/s not occurred, from any loss or disadvantage suffered arising from an Incident or Systemic Customer Issue. Do work that matters The Specialised Review (SRT) supports Triage and Delivery of the remediation ensuring accuracy of the scope and manual reviews where automated scripts are unable to provide the outcomes required for accurate customer remediations. More specifically you will: Undertake analysis of business customer accounts to understand inconsistences and recommend remediation paths Capture, report and share insights of emerging trends with customer accounts Independently review remediation and refund activities to ensure compliance with principles and procedures Capture and report key insights that will deliver control uplifts Document the review result, provide feedback and support training sessions Liaise with remediation analysts to ensure appropriate action items are agreed and implemented Identify and raise gaps in bank policy and procedures to ensure expectations are clear and they enable frontline to adhere to required obligations Maintaining strong working relationships with key internal stakeholders and direct team members. Adhere to Business Banking Customer Remediation guiding principles, agreed review approach, procedures and compliance obligations Perform internal review campaigns, delivering insights and recommendations Ability to document process for complex reviews where required in the form of standard operating procedures (SOPs). Support the broader remediation team including Triage, Analysis, Remediation Portal and Process Improvement teams where required Undertake any other tasks assigned by your Manager that you have the capability to perform safely in line with relevant internal Bank policies and external regulatory requirements. Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people We're interested in hearing from people who have: Risk Mindset – All CommBank employees are expected to proactively identify, understand, openly discuss and act on current and future risks. Commercial orientation, a pragmatic approach and a passion for problem solving Exceptional written and oral communication skills Good organisational and time management skills Broad understanding of banking products, contracts, processes and systems that underpin these products Self-motivated & proactive style Attention to detail and ability understand complex account structures Sound understanding of Excel Group operations or Banking frontline experience is highly regarded Ability to strengthen the Risk Management framework through the implementation of improved monitoring processes If this sounds like the role for you, apply today! 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: 14/12/2025 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

The Customer Remediation Analyst will undertake analysis of business customer accounts to identify inconsistencies and recommend remediation paths. They will also independently review remediation and refund activities to ensure compliance with established principles and procedures.