Customer Relations Manager | Customer Relations Specialist
Core
Investigate and resolve escalated customer complaints, manage external dispute resolution (AFCA) matters, and drive continuous improvement in customer experience processes.
Role type
Senior IC customer relations manager (complaint resolution & dispute resolution)
Builds
Fair, timely outcomes for customers across banking, lending, collections, and digital platforms
Domain
Financial services (Banking, Collections, Lending, Scams, Financial Advice)
Deliverable
client delivery
Required skills
complaint investigation, root cause analysis, stakeholder negotiation, regulatory compliance, risk assessment, continuous improvement, AFCA dispute resolution, complex issue navigation
Preferred skills
experience in banking/lending/collections/scams/legal/wealth/insurance, managing AFCA matters
Technologies
NetBank, CommBank App, CommBiz
Responsibilities
Investigate and resolve internal and escalated customer complaints; represent the bank in external dispute resolution schemes; prepare high-quality submissions for regulatory bodies; identify opportunities to improve customer experience and processes; mitigate emerging customer, regulatory, and reputational risks; negotiate with customers, advocates, and internal stakeholders.
Seniority
Senior, hands-on IC